(CSS2) Customer Support Specialist II

Guadalajara, Jalisco
Customer Success /
Contract, Hybrid /
Remote
*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