Css2) Customer Support Specialist Ii

hace 3 semanas


Guadalajara, México DearDoc A tiempo completo

**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).- 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- 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



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