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: hr@callnovo.com

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 hr@callnovo.com.