English-Spanish Bilingual Tier 2 Technical Support Representative

Job Title:
English-Spanish Bilingual Tier 2 Technical Support Representative

Company:
Callnovo

Location:
Remote / Freelancer Contract
This posting is city-anchored for job board distribution, but candidates may work remotely if they are legally able to provide freelance services from their location.

Employment Type:
Freelancer Contract

Working Hours:
- 3:00 PM – 12:00 AM Central European Time
- 5 days per week
- Weekend rotation may be required

Market Served:
English and Spanish-speaking customers

Industry:
Customer Support / Technical Support / Call Center Services

Job Overview:
Callnovo is seeking an English-Spanish Bilingual Tier 2 Technical Support Representative to deliver customer service and technical issue resolution for an international client. This position is ideal for candidates with strong spoken and written English and Spanish skills, solid troubleshooting abilities, and experience handling customer escalations.

Key Responsibilities:
- Provide Tier 2 customer and technical support in both English and Spanish.
- Troubleshoot product, account, and service issues, guiding customers to resolution.
- Accurately escalate complex cases with clear notes and supporting details.
- Maintain professional communication across email, phone, chat, or ticketing channels.
- Follow client workflows, quality standards, and data privacy requirements.

Requirements:
- Proficiency in both English and Spanish; must be comfortable supporting customers professionally in both languages.
- Prior experience in customer support, call cen