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