English-Spanish Bilingual Tier 2 Technical Support Representative

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 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.