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
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
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What We Do
DearDoc is an innovative, technology driven, growth management platform for doctors. We focus on supporting small to medium sized private medical practices grow and serve their client base through our various internet based products. We pride ourselves on providing top tier products and services that create real results for our 4,500+ and growing customer base.
Why Work With Us
DearDoc stands out for its commitment to employee well-being. We offer flexible work arrangements, prioritize work-life balance, and provide opportunities for growth. We foster a diverse and inclusive environment, making it an ideal place to work for those seeking a supportive and innovative workplace culture.
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