Bilingual Technical Support Agent, Spanish and English

• Provide first line technical support in Spanish and English across phone, chat, and email.
• Troubleshoot account access, application, and connectivity issues.
• Guide customers through resolution steps clearly and patiently.
• Document each interaction and ticket accurately in the client system.
• Escalate unresolved or complex issues to the appropriate team.
• Maintain professionalism, confidentiality, neutrality, and impartiality at all times.
• Follow all applicable client specific guidelines and security requirements.
• Handle sensitive and confidential information responsibly.
• Maintain a quiet, professional environment suitable for remote support work.
• Complete required language proficiency and client qualification assessments.

• Native or near native fluency in English and Spanish.
• Excellent communication, listening, and comprehension skills.
• Ability to explain technical steps clearly to non technical users.
• Comfortable troubleshooting software, account, and connectivity issues.
• Comfortable typing and navigating multiple systems while speaking with a customer.
• Quiet and professional workspace suitable for remote support work.
• Reliable high speed internet connection.
• Computer with a quality USB headset and functioning microphone.
• Ability to pass required language proficiency and client qualification assessments.
• Ability to maintain confidentiality and follow client specific requirements.

• Previous technical support or help desk experience.
• Experience with ticketing platforms such as Zendesk or similar.
• Familiarity with common operating systems, browsers, and mobile applications.
• Previous customer service, contact centre, or BPO experience.
• IT or technical support certifications.

Candidates without these qualifications are still encouraged to apply.

• Updated Resume/CV.
• Government issued ID.
• EF SET English Certificate or equivalent English proficiency assessment.

Optional documents

• Technical support or IT certificates, if available.
• Customer service or contact centre training certificates, if applicable.

Having the optional certifications may strengthen your application but is not required to apply.

• 100% Remote
• Worldwide
• Independent Contractor
• Flexible schedule based on client demand

Opportunities may vary based on client demand, language needs, qualifications, availability, and successful completion of required assessments.

1. 01Application and document review.
2. 02English language proficiency verification.
3. 03Spanish language proficiency assessment.
4. 04Technical assessment, when applicable.
5. 05Client specific qualification assessments, when applicable.
6. 06Onboarding and compliance requirements.

Successful candidates will be added to the Defrilex global network and may be contacted for future support opportunities based on client demand and availability.

Defrilex is building a reliable global network of language professionals to help bridge communication gaps between organisations and the people they serve.