Callnovo English-Spanish Bilingual Tier 2 Technical Support Representative

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

Application Email:

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

How to Apply:
Please send your resume to

Required Experience:

Unclear Seniority