English-Spanish Bilingual Tier 2 Technical Support Representative

Fuku; Madrid; Remote; EUR 21,000 - 32,000; Full time

Job summary

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 remote freelance position is ideal for candidates with strong English and Spanish skills, solid troubleshooting abilities, and experience handling customer escalations.

The role requires effective communication across emails, calls, and chat, with adherence to data privacy and client workflows.

Qualifications

• Proficiency in both English and Spanish; must be comfortable supporting customers professionally in both languages.
• Experience in customer support, call center, help desk, or technical support.
• Ability to work 3:00 PM - 12:00 AM CET, 5 days per week, including possible weekend rotation.

Responsibilities

• Provide Tier 2 customer and technical support in both English and Spanish.
• Troubleshoot product, account, and service issues, guiding customers to resolution.
• Accurately escape 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.

Skills

Bilingual English/Spanish

CRM systems

Ticketing systems

Tools

Remote troubleshooting

Escalation workflows

Job description

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 escape 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 center, help desk, or technical support.
• Ability to work 3:00 PM - 12:00 AM Central European Time, 5 days per 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

• Experience in Tier 2 support, SaaS support, telecom, e-commerce, or consumer technology support.
• Familiarity with CRM, ticketing systems, remote troubleshooting, and escalation workflows.