Callnovo - English-Spanish Bilingual Tier 2 Technical Support Representative
Remote · Bogotá, Bogota D.C., Colombia
Bogotá, Bogota D.C., ColombiaRemoteContractMid LevelNot SpecifiedUnknown
Type
Contract
Level
Mid Level
Education
Not Specified
Company size
Unknown
Job Summary
English-Spanish bilingual Tier 2 Technical Support Representative providing customer-facing technical support via phone, remote connection, and real-time chat. Troubleshoots Windows OS, PC hardware, drivers, malware, email, and peripherals; guides customers through installations and configurations; escalates complex cases; participates in service-improvement initiatives. Must be available for weekend shifts.
Required Qualifications
- 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
- Knowledge of PC hardware components (CPU, GPU, RAM, storage)
- Advanced knowledge of Windows OS (installation, software installation/uninstallation, customization, 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, SMTP, IMAP, and POP ports
- Ability to guide customers clearly and patiently through technical steps
- Strong organizational and multitasking skills
- Comfortable 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
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