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Summary: 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. Highlights: 1. Deliver customer-facing technical support via phone, remote connection, chat 2. Troubleshoot PC hardware, software, OS, driver, email, malware, peripherals 3. Guide customers clearly and patiently through technical steps 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.
