Ensure client application reliability while troubleshooting technical issues, support engineering teams during system upgrades, collaborate on issue escalations, and document solutions for technical challenges encountered in the field.

• Respond to customer issues and proactively contact customers to triage problems • Provide remote support for OneStream customers • Research, resolve and respond to complex issues • Strong understanding of technical troubleshooting • Ability to communicate complex/technical concepts and provide thorough Root Cause Analysis findings • Collaborate with other teams to help solve support problems, training problems, and other issues that may arise • Update and maintain technical knowledge base articles • Ensure all interactions with OneStream customers are positive and handled with a high sense of urgency • Lead by example and encourage information sharing, team-based resolution activity, cross-functional training & collaboration • Assist in developing innovative solutions and building strong relationships with customers

• First-line support, which includes handling customers and internal users requests via chat, email, and phone (rarely happens) in English; • Provide consultations about our products and services, such as Cloud, CDN, Hosting, AI and more; • Resolve technical issues by providing technical diagnostics and collect the information about customers and users incidents, forward it up to the higher levels of technical support if needed.

Role Description Callnovo is seeking an English-Spanish Bilingual Tier 2 Technical Support Representative to deliver customer-facing technical support via phone, remote connection, and real-time chat. The ideal candidate will possess strong troubleshooting abilities, in-depth knowledge of Windows OS and PC hardware, and the capability to guide customers through technical issues with clarity and patience. Key Responsibilities - Handle inbound customer calls and provide efficient technical assistance - Make outbound calls to customers requiring technical support - Conduct remote sessions to diagnose and resolve technical problems - Communicate with customers via real-time chat during remote support sessions - Troubleshoot PC hardware, software, operating system, driver, email, malware, and peripheral device issues - Guide customers through Windows OS installation, configuration, and system-related troubleshooting - Provide clear, step-by-step solutions to customers - Escalate unresolved or complex cases to the appropriate team or supervisor - Participate in service improvement initiatives as assigned 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 - Good knowledge of PC hardware components, including CPU, GPU, RAM, storage, and related devices - Advanced knowledge of Windows OS, including installation, software installation/uninstallation, customization, and troubleshooting - Understanding of viruses, malware, and antivirus software - Familiarity with drivers, driver sources, and installation procedures - Ability to configure and troubleshoot input/output devices and other hardware peripherals - Knowledge of email client setup, account configuration, 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 Preferred Qualifications - Basic macOS troubleshooting knowledge - Experience with data recovery processes - Interest in digital technology, computer software, and new technologies - Positive attitude and problem-solving mindset - Strong teamwork and communication skills How to Apply Please send your resume to hr@callnovo.com .