Customer Support Specialist

hace 2 semanas

Guadalajara, México DearDoc A tiempo completo

**Who we are...**

Great Places to work 2022 and 2023

DearDoc provides top doctors with a suite of technology and marketing tools, allowing them to run their practices more efficiently, so that they can give their full attention to their patients. DearDoc works endlessly to ensure that every practice is given whatever they need to run smoothly, and more importantly, to continuously grow with new patients. We are a passionate and hard-working team, dedicated to the 4,500+ practices who use our technology and working to innovate the healthcare space each and every day.

Working with teammates all over the world, we enjoy the autonomy and innovation of a startup environment where people rally around a shared vision, advance quickly within the company, and are invigorated by our fun, fast-paced culture. Truly we have a LOT of fun.

We’ve been doing this since 2019 and we’d like to think we’re pretty good at it. We are always looking for people who will make us better.

**Location**: Remote, Mexico

***All resumes must be submitted In English to be considered**

**Must exhibit excellent English and Spanish language communication skills, both in written and oral form. (bilingual)**

**Salary**: 20,000 MXN Monthly

**Benefits**:

- Unlimited PTO
- 11 Paid Holidays
- Annual Week off For the Holidays
- Medical Insurance fully covered by Employer

**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
- 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

**Key Qualifications**:

- Bilingual proficiency in English and Spanish (written and oral).
- 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.

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