(CSS1) Customer Support Specialist I

*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 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