English-Spanish Bilingual Tier 2 Technical Support Representative

About the role

Callnovo is looking for an English-Spanish bilingual Tier 2 Technical Support Representative to deliver customer service and resolve technical issues for an international client. The position is offered as a freelancer contract and can be done remotely, provided the candidate is legally able to provide freelance services from their location. Working hours are 3:00 PM to 12:00 AM Central European Time, five days a week, with possible weekend rotation.

Key responsibilities

• Provide Tier 2 customer and technical support in both English and Spanish.
• Troubleshoot product, account and service issues and guide customers to resolution.
• Escalate complex cases accurately, with clear notes and supporting details.
• Maintain professional communication by email, phone, chat or ticketing channels.
• Follow client workflows, quality standards and data privacy requirements.

Required profile

• Proficiency in both English and Spanish, able to support customers professionally in both languages.
• Prior experience in customer support, call center, help desk or technical support.
• Ability to work the stated hours, five days a week, including possible weekend rotation.
• Reliable internet connection, quiet work environment and ability to work independently as a freelancer.
• Strong problem-solving skills, attention to detail and clear written communication.

Preferred qualifications include Tier 2 support, SaaS, telecom, e-commerce or consumer technology support experience, and familiarity with CRM, ticketing systems, remote troubleshooting and escalation workflows. Candidates apply by submitting their resume through the posting; qualified candidates may be asked to register on the company's application page, with no separate assessment required at this stage.