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 .

• Conduct routine testing, monitoring, and troubleshooting for cooling, boiler, and wastewater treatment systems • Optimize chemical programs to improve system performance, asset protection, and operational reliability • Troubleshoot feed systems, pumps, controllers, and monitoring equipment • Conduct audits, system surveys, and performance evaluations to drive continuous improvement • Build strong, long‑term relationships with operations, engineering, reliability, and procurement teams • Present technical reports, KPIs, business reviews, and program recommendations clearly and professionally • Collaborate with customers to address performance issues, implement corrective actions, and strengthen partnership value • Support inventory management, chemical ordering, and coordination of on‑site service requirements • Partner with internal Solenis teams to ensure timely delivery, high service quality, and customer satisfaction • Model and reinforce Solenis’ safety culture across all customer locations • Ensure compliance with customer safety protocols, environmental regulations, and Solenis standards • Maintain accurate and timely records of service activities, audit findings, and program performance

• Proporcionar soporte funcional y técnico a usuarios de plataformas LIMS. • Investigar, diagnosticar y resolver incidentes y problemas relacionados con el sistema. • Apoyar actividades de configuración, mantenimiento y mejora continua de la solución. • Participar en pruebas funcionales y validación de cambios cuando sea necesario. • Documentar procedimientos, incidencias y soluciones. • Colaborar con equipos técnicos y usuarios de negocio en un entorno internacional.

• Installation and maintenance of the software and hardware, to include but not limited to account management, user privileges, local group policy, local software testing, restoration operations, contingency planning, and local backups. • Monitor system health, logs, and alerts; perform initial triage and escalate issues when they exceed defined scope. • Provision, configure, and maintain workstations, laptops and mobile devices under documented standards. • Administer user accounts, permissions, and file systems in accordance with approved access controls and security policies. • Maintain accurate system documentation, asset records, and inventories using the Maximo ticketing system. • Ensuring updates and patches are completed and locally downloaded. • Provide timely remote User support to resolve technical problems, including diagnosing hardware and software issues, network connectivity issues, password resets and account management. • Participate in on-call or after-hours support rotations as required.