(CSS1) Customer Support Specialist I
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Job Location:
Guadalajara - Mexico
Monthly Salary:
Not Disclosed
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
*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 20000 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 I-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
Requirements
- Must be based in Mexico and have a valid RFC. Open to applicants from any location within Mexico
- Previous experience in customer support customer service or technical support is required
- Must have a reliable internet connection a working computer and a suitable remote work environment
- While DearDoc can provide equipment support after hiring a basic setup is required to get started
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
Trusted by 5,000+ practice owners. Improve patient experience, streamline admin tasks, generate 5-star reviews, and grow your practice. The DearDoc platform is an all-in-one road to success.
