English-Spanish Bilingual Tier 2 Technical Support Representative

Fuku; México; Remote; MXN 298,000 - 695,000; 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 position is ideal for candidates with strong spoken and written English and Spanish skills, solid troubleshooting abilities, and experience handling customer escalations.

Work hours are 3:00 PM to 12:00 AM Central European Time, five days per week, with occasional weekend rotation.

Qualifications

• Fluent in English and Spanish; able to support customers professionally in both languages.
• Experience in customer support, call center, help desk, or technical support.
• Available to work 3:00 PM–12:00 AM CET, 5 days/week, including possible weekend rotation.
• Reliable internet connection and quiet workspace; able to work independently as a freelancer.
• Familiarity with CRM and ticketing workflows is a plus.

Responsibilities

• Provide Tier 2 English/Spanish support and escalate when needed.
• Troubleshoot product, account, and service issues to resolution.
• Document cases with clear notes and details.
• Communicate professionally via email, phone, chat, or tickets.
• Follow client workflows and data privacy requirements.

Skills

Bilingual English/Spanish

Troubleshooting

Customer service

Written communication

Remote work

Tools

CRM systems

Ticketing systems

Remote troubleshooting

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.