Callnovo - English-Spanish Bilingual Tier 2 Technical Support Representative
Remote · Tegucigalpa, Francisco Morazán Department, Honduras
Job Summary
English-Spanish bilingual Tier 2 Technical Support Representative providing customer-facing technical support via phone, remote connection, and real-time chat. Handles inbound/outbound calls, conducts remote sessions, troubleshoots Windows OS, PC hardware/software, malware, drivers, and peripherals, guides customers through installations and configurations, escalates complex cases, and participates in service-improvement initiatives. Requires strong troubleshooting, communication, and organizational skills, plus weekend availability. Remote role open to Spanish-speaking countries in Americas time zones.
Required Qualifications
- 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
- Knowledge of PC hardware components (CPU, GPU, RAM, storage)
- Advanced knowledge of Windows OS installation, configuration, and troubleshooting
- Familiarity with drivers, driver sources, and installation procedures
- Knowledge of email client setup, 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
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