Customer Service Technical Support Representative – Bilingual/Trilingual – Colombia

Does technology excite you? Are you fluent in English and Spanish, or even better, proficient in Portuguese? At Fusion CX Colombia, we are hiring Customer Service Technical Support Representatives to deliver best-in-class service for customers who rely on innovative products and software. If you are bilingual (EN/ES) or trilingual (EN/ES + Portuguese), have technical troubleshooting experience, and thrive in helping others, this role offers the opportunity to grow in a company that values people, performance, and progress. Here, customer experience goes beyond problem-solving; it is about empowering people with solutions that make an impact.

Whether you are seeking bilingual customer service jobs, call center jobs with a technical edge, or a career where your skills can create real customer impact, this role allows you to combine service excellence with technical expertise. Apply now!

Job Description – Customer Service Technical Support Representative

Role Description

As a Customer Service Technical Support Representative at Fusion CX, you will provide technical and customer care support for inquiries related to products, software, and services. This role involves handling inbound customer interactions (primarily voice, with potential support via email and chat) while ensuring accurate information, courteous communication, and effective issue resolution.

You will troubleshoot hardware and software concerns, including Windows, MacOS, iOS, and Android, while simplifying technical terms for customers at different proficiency levels. Success in this role requires patience, strong problem-solving skills, and the ability to remain engaged and empathetic throughout each interaction.

Core Responsibilities

• Provide service to inbound customer inquiries regarding products, hardware, software, and services (primarily voice with potential for email and chat).
• Document and escalate cases to internal or external teams as required to resolve complex issues.
• Reply to service tickets promptly and in line with established SLAs and guidelines.
• Accurately maintain associated data, files, and records for technical support incidents.
• Manage daily tasks to deliver exceptional customer satisfaction and meet service standards.
• Achieve performance goals, including SLA compliance, handle time, quality, productivity, attendance, and professionalism.
• Educate customers on additional products or services that enhance their experience.
• Provide “how-to” guidance for using products effectively.
• Demonstrate proficiency with all supported products through training and on-the-job practice.
• Simplify technical language while troubleshooting products of a creative, technical, or mechanical nature.
• Remain engaged and empathetic with customers, using tone and courtesy to ensure a positive experience.

Job Requirements – Customer Service Technical Support Representative

Qualifications Required:

• Bilingual: English (EN) and Spanish (ES) or Trilingual: English (EN), Spanish (ES), and Portuguese
• Upper Intermediate to Advanced (B2–C1 CEFR).
• At least 1 year of experience in:
  • Customer service (face-to-face, call center, or technical support).
  • Technical troubleshooting is a primary role.
• Intermediate knowledge of Windows and MacOS troubleshooting.
• Experience supporting iOS and Android devices.
• Strong communication and interpersonal skills, including conflict resolution and de-escalation.
• Ability to type 40+ wpm with high accuracy.

Preferred:

• Experience in customer service environments with multichannel support (voice, chat, email).
• Strong problem-solving skills and adaptability to dynamic environments
• Passion for technology, service excellence, and continuous

Schedule & Compensation

• Full-time position: Monday–Saturday, 8:00 AM – 7:00 PM COL Time (schedule flexibility required).
• Schedule may adjust during Daylight Saving Time or based on business volume.
• Includes mandatory 4-week training (Monday–Friday).

Why Join Fusion CX?

At Fusion CX, technical support is not just about fixing issues—it’s about creating confidence and trust with every customer interaction. As part of our team, you’ll be empowered to grow your technical knowledge, deliver meaningful impact, and thrive in a supportive work environment.

• Be part of a collaborative and multicultural work environment.
• Access professional development and growth opportunities.
• Receive structured training to strengthen technical and customer service skills.
• Benefit from employee recognition programs and exclusive perks.

This is your chance to build your career in a people-first company while making a real difference in how customers experience technology.