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(CSS1) Customer Support Specialist I at DearDoc. Location Information: Mexico. *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