Bilingual Tier 2 Tech Support Specialist (EN/ES) — Remote

Fuku; Bogotá ciudad; Remote; COP 53,502,000 - 89,171,000; Full time

Job summary

Callnovo is seeking an English-Spanish bilingual Tier 2 Technical Support Representative to deliver customer-facing technical support via phone, remote connection, and real-time chat. The ideal candidate will possess strong troubleshooting abilities, in-depth knowledge of Windows OS and PC hardware, and the capability to guide customers through technical issues with clarity and patience.

The role is remote and open to candidates in Spanish-speaking countries across the Americas time zones.

Qualifications

• Fluent in English and Spanish.
• Experience in technical support, IT helpdesk, or customer-facing troubleshooting roles.
• Strong troubleshooting and problem-solving skills.
• Knowledge of PC hardware components (CPU, GPU, RAM, storage).
• Advanced knowledge of Windows OS, installation, configuration, and troubleshooting.
• Understanding of viruses, malware, and antivirus software.
• Ability to guide customers clearly and patiently through technical steps.
• Must be available to work weekends as part of a 5-day workweek.

Responsibilities

• Handle inbound customer calls and provide efficient technical assistance.
• Make outbound calls to customers requiring technical support.
• Conduct remote sessions to diagnose and resolve technical problems.
• Communicate with customers via real-time chat during remote support sessions.
• Troubleshoot PC hardware, software, OS, drivers, email, malware, and peripherals.
• Guide customers through Windows OS installation, configuration, and troubleshooting.
• Escalate unresolved or complex cases to the appropriate team or supervisor.
• Participate in service improvement initiatives as assigned.

Skills

Bilingual English/Spanish

Technical support experience

Troubleshooting skills

Windows OS knowledge

PC hardware knowledge

Remote support

Customer-facing

Job description

Callnovo is seeking an English-Spanish bilingual Tier 2 Technical Support Representative to deliver customer-facing technical support via phone, remote connection, and real-time chat. The ideal candidate will possess strong troubleshooting abilities, in-depth knowledge of Windows OS and PC hardware, and the capability to guide customers through technical issues with clarity and patience.

The role is remote and open to candidates in Spanish-speaking countries across the Americas time zones.