Tech Support Agent

ContactPoint 360; Bogotá; Presencial; COP 36.000.000 - 60.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site Bogotá

Weekends off

Hiring bonus

Permanent contract

Mon-Fri 8-5 ET

Performance bonus

Above-market salary

Descripción de la vacante

Contact Point 360 S.A.S. seeks an Agent Technical Specialist in Bogotá to apply your expertise with smart devices, Wi‑Fi networks, and home entertainment gear to train AI models for resolving device issues.

You will build knowledge bases, document troubleshooting steps, and help enhance AI tools, with an on-site role and a Monday–Friday schedule in the Eastern Time zone.

Formación

• Experience providing Tier 2 or higher technical support.
• Knowledge of Smart Home devices and ecosystems.
• Familiarity with routers, Wi‑Fi networks, and connectivity.

Responsabilidades

• 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 structured technical solutions.
• Participate in the continuous improvement of AI tools.

Conocimientos

Tier 2 support

Smart Home

Roku

Fire TV

Smart TVs

Networking

Hardware & software

PCs & 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?"

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.