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: 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.