Callnovo - English-Spanish Bilingual Tier 2 Technical Support Representative

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

Company

Callnovo

Job Title

English-Spanish Bilingual Tier 2 Technical Support Representative

Employment Type

Freelancer Contract

Location

Remote; open to candidates in Spanish-speaking countries in Americas time zones. This posting is created for the listed city/country only.

Working Hours

• 3:00 PM - 12:00 AM Central European Time
• 5 days per week; exact workdays to be confirmed
• Candidates must be available to support weekend shifts

Compensation

• Salary range is not provided at this stage; compensation will be discussed during the interview process

Job Overview

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.

Key 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, operating system, driver, email, malware, and peripheral device issues
• Guide customers through Windows OS installation, configuration, and system-related troubleshooting
• Provide clear, step-by-step solutions to customers
• Escalate unresolved or complex cases to the appropriate team or supervisor
• Participate in service improvement initiatives as assigned

Requirements

• Fluent in English and Spanish
• Previous experience in technical support, IT helpdesk, or customer-facing troubleshooting roles
• Strong troubleshooting and problem-solving skills
• Ability to research and resolve unfamiliar technical issues
• Good knowledge of PC hardware components, including CPU, GPU, RAM, storage, and related devices
• Advanced knowledge of Windows OS, including installation, software installation/uninstallation, customization, and troubleshooting
• Understanding of viruses, malware, and antivirus software
• Familiarity with drivers, driver sources, and installation procedures
• Ability to configure and troubleshoot input/output devices and other hardware peripherals
• Knowledge of email client setup, account configuration, SMTP, IMAP, and POP ports
• Ability to guide customers clearly and patiently through technical steps
• Strong organizational skills and ability to multitask
• Comfortable working with routine tasks in a computerized environment
• Strong listening, analytical, and communication skills
• Customer-focused mindset and commitment to high customer satisfaction
• Must be available to work weekends as part of a 5-day workweek

Preferred Qualifications

• Basic macOS troubleshooting knowledge
• Experience with data recovery processes
• Interest in digital technology, computer software, and new technologies
• Positive attitude and problem-solving mindset
• Strong teamwork and communication skills