Bilingual Agent Technical Specialist

ContactPoint 360; Bogotá; Presencial; COP 39.060.000 - 61.380.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Base salary above market average

Performance bonus

Hiring bonus

Indefinite-term contract with benefits

Descripción de la vacante

Contact Point 360 S.A.S. in Bogotá seeks an Agent Technical Specialist to apply technical support experience to train AI models solving Smart Home device issues.

You will create troubleshooting workflows, study manuals, and build knowledge bases while helping improve AI tools for complex cases. This is an on-site role with opportunities to grow into specialized support.

Formación

• Experience in Tier 2 or higher technical support.
• Smart Home devices and streaming platforms experience.
• Knowledge of routers, Wi-Fi networks and connectivity.
• Experience with hardware and software devices.

Responsabilidades

• Create and document troubleshooting processes.
• Research technical documentation and manuals.
• Build and update Knowledge Bases.
• Analyze technical problems and root causes.
• Help train AI models with structured solutions.
• Contribute to improving AI tools for tech support.

Conocimientos

Tier 2 support

Smart Home experience

Roku/Fire TV/Smart TVs

Wi-Fi networks

Routers and connectivity

Hardware and software

PCs, laptops, printers

B2 English

Descripción del empleo

Versión En Inglés

\"Do you have experience providing technical support for smart devices, Wi-Fi networks, Smart TVs, Roku, Fire TV, Alexa, Google Nest, or similar devices?\"

\"Do you have experience providing technical support for smart devices, Wi-Fi networks, Smart TVs, Roku, Fire TV, Alexa, Google Nest, or similar devices?\"

This opportunity is for you! We're looking for an Agent Technical Specialist for an innovative project where you'll use your technical experience to train Artificial Intelligence models that help solve Smart Home device issues.

What will you do?

• Create and document troubleshooting processes.


• Research technical documentation and manufacturer manuals.


• Build and update Knowledge Bases.


• Analyze technical problems and identify root causes.


• Help train AI models with clear and structured technical solutions.


• Take part in the continuous improvement of AI tools applied to technical support.

This is not a traditional call center position. Your technical experience will be used to develop and improve AI solutions, with the possibility of later participating in specialized technical support for complex cases.

We're Looking For People With Experience In

• Tier 2 technical support or higher.


• Smart Home (Alexa, Google Nest, Ring, cameras, thermostats, etc.).


• Roku, Fire TV, Smart TVs, and streaming devices.


• Routers, Wi-Fi networks, and connectivity.


• Hardware and software.


• PCs, laptops, printers, and connected devices.


• B2 English proficiency or above

Experience in companies like Asurion, Geek Squad, ISPs, telecommunications, or specialized technical support will be highly valued.

We Offer

• Base salary above market average


• Performance bonus


• Hiring bonus


• Indefinite-term contract with all legal benefits


• Schedule Monday to Friday (8:00 am - 5:00 pm Eastern Time)


• Weekends off (Colombian holidays are worked according to operational needs)


• 100% on-site in Bogotá

At CONTACT POINT 360 S.A.S., we believe in talent without barriers. We are committed to building inclusive, diverse, and respectful workplaces where everyone has the opportunity to grow and develop both personally and professionally. That's why we welcome people from all backgrounds to take part in our recruitment and hiring processes under equal opportunity principles. Here, we value talent, diversity, and the unique potential each person brings.