Tech Support Agent I $2.7M I Wave 1 I Indefinite term contract

Contact Point 360 S.A.S; Bogotá ciudad; On-site; COP 27,420,000 - 32,844,000; Full time

Benefits offered by this job

On-site

Indefinite-term contract

Fixed schedule 42h

Weekends off

Job summary

Contact Point 360 S.A.S. is hiring Tech Support and customer service Agents in Bogotá, Colombia. The role covers first-level technical support via phone, chat, and email, diagnosing hardware and software problems, and assisting users with laptops, desktops, and printers.

The position requires B2 English or higher, LAN/WAN basics, and strong problem-solving. It is an on-site, indefinite-term contract with a fixed schedule of 42 hours weekly.

Qualifications

• Experience in technical support or service desk and customer service.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Basic understanding of LAN/WAN networks.

Responsibilities

• Provide first-level technical support via phone, chat, and email.
• Diagnose and troubleshoot hardware and software issues.
• Support users with laptops, desktops, printers, and other tech issues.
• Guide users step by step to identify and resolve problems.
• Document, categorize, and track support tickets accurately.
• Prioritize cases by impact and urgency.
• Escalate complex issues with proper documentation.
• Meet individual and team goals related to quality and response times.

Skills

Technical support experience

Customer service

Troubleshooting

LAN/WAN basics

Communication skills

Tools

IT tools

Job description

At Contact Point 360, we are hiring Tech Support and customer service Agents.

Tech Support experience required – Join our Wave 1

What we offer

• Base salary: COP $2,700,000
• Indefinite-term contract + legal benefits
• Fixed schedule | 42 hours per week
• Weekends Off (Depending on operations needs)
• On-site
• Wave 1
• Location: Calle 97 & Autopista Norte – Bogotá

Responsibilities

• Provide first-level technical support via phone, chat, and email.
• Diagnose and troubleshoot hardware and software issues.
• Support users with laptops, desktops, printers, and other technical issues.
• Guide users step by step to identify and resolve technical problems.
• Accurately document, categorize, and track support tickets.
• Prioritize cases based on impact and urgency.
• Escalate complex technical issues with the necessary supporting documentation.
• Meet individual and team goals related to quality and response times.

Requirements

• B2 English level or higher.
• Experience in technical support or service desk AND customer service.
• Basic understanding of LAN/WAN networks.
• Experience using IT tools.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-oriented mindset and willingness to learn.

Contract Type

Indefinite-term contract

Work Modality

On-site

Schedule

Fixed schedule | 42 hours per week | 2 days off per week

At Contact Point 360 S.A.S., we believe in talent without barriers. We are committed to fostering an inclusive, diverse, and respectful workplace where every individual has the opportunity to grow and achieve both their personal and professional goals.

We encourage everyone to participate in our recruitment and hiring processes under the principles of equal opportunity. We value talent, diversity, and the unique potential that each person brings to our organization.