*Company Overview
At DearDoc, our exceptional and diverse team is the cornerstone of our success. We thrive on mutual growth, excellence, and a shared sense of accomplishment. We are on the lookout for a talented and bilingual Customer Support Specialist with a flair for technical troubleshooting and a passion for customer service.
MXN 20,000 PER MONTH
Key Qualifications
Bilingual proficiency in English and Spanish (written and oral).Proven remote troubleshooting and multichannel support experience (phone, email, chat, forums).Strong empathy and emotional intelligence in customer interactions.Effective multitasking, organization, and time management skills.Dynamic and logical thinker.Team-oriented with relationship-building skills.Constructive conflict resolution and customer recovery ability.Positive, polite, confident, and customer satisfaction driven.Adaptable to change and resilient.Technical support knowledge.Detail-oriented with the capacity to manage multiple tasks and projects.Able to solve issues by identifying and addressing the root cause.
Responsibilities
Function as the customer-product team liaison, escalating complex cases efficientlyAccurately document all case-related information in the support systemProvide timely updates to customers and stakeholdersRespond to customers within defined SLAsDrive customer satisfaction through timely and effective supportTake ownership of Tier I inbound support inquiries across phone, email, chat, and internal channelsCommunicate with customers clearly and professionally at all timesIdentify, validate, and escalate product bugs and Tier I-level issues as neededServe as a customer advocate to ensure their needs and concerns are addressedCollaborate cross-functionally with internal teams to drive resolutionReport recurring issues, critical incidents, and improvement opportunities to leadershipIdentify, validate, and escalate product bugs and product specific requests for Product Specialist
Requirements
Must be based in Mexico and have a valid RFC. Open to applicants from any location within MexicoPrevious experience in customer support, customer service, or technical support is requiredMust have a reliable internet connection, a working computer, and a suitable remote work environmentWhile DearDoc can provide equipment support after hiring, a basic setup is required to get started