Job description
*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 23,000 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 efficiently
- Accurately document all case-related information in the support system
- Provide timely updates to customers and stakeholders
- Respond to customers within defined SLAs
- Drive customer satisfaction through timely and effective support
- Take ownership of Tier I inbound support inquiries across phone, email, chat, and internal channels
- Communicate with customers clearly and professionally at all times
- Identify, validate, and escalate product bugs and Tier II-level issues as needed
- Serve as a customer advocate to ensure their needs and concerns are addressed
- Collaborate cross-functionally with internal teams to drive resolution
- Report recurring issues, critical incidents, and improvement opportunities to leadership
- Identify, validate, and escalate product bugs and product specific requests for Product Specialist
