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Remote (CSS2) Customer Support Specialist II at Getdeardoc

Getdeardoc · Guadalajara, Jalisco, MX, United States Of America · Remote

$276,000.00  -  $276,000.00

Microsoft Excel

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*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
    • Apply Now

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