Technical Support Advisor

Ubiquity Global Services; Bogotá ciudad; On-site; COP 20,000,000 - 40,000,000; Full time

Job summary

Ubiquity Global Services is seeking a Technical Support Advisor in Bogotá to deliver advanced support for connected consumer technology products. You will troubleshoot complex hardware, software, networking, and smart home issues while ensuring quality customer experiences.

The role involves reviewing troubleshooting guidance generated by AI, identifying gaps, and helping improve support workflows and knowledge resources.

Qualifications

• BPO experience required.
• Experience in customer service technical support or related field.
• Experience troubleshooting hardware, software, networking and connected-device issues.

Responsibilities

• Collaborate with cross-functional teams to improve support processes and customer experiences.
• Troubleshoot complex issues involving connected consumer technology products.
• Identify gaps and opportunities for improving support workflows.
• Support development and improvement of technical knowledge resources.
• Provide subject matter expertise on smart home, networking, security, and connected-device tech.
• Document issues, steps, solutions and recommendations clearly.
• Communicate complex technical concepts clearly in writing and verbally.
• Stay up to date with emerging device technologies and troubleshooting methodologies.

Skills

BPO Experience

Technical Support

Networking

Smart Home

Job description

About us:

Come as U are, because U Matter at Ubiquity.

We're Hiring!

English is a Must, Non-bilingual candidates won't be considered for this position.

About the Role

We are looking for a Technical Support Advisor to join our team and provide advanced technical expertise across connected consumer technology products.

In this role, you will troubleshoot complex technical issues involving smart home devices, networking, security systems, connected devices, and consumer technology. You will also review and validate technical troubleshooting recommendations generated by Helm’s AI, helping identify gaps, inaccuracies, and opportunities to continuously improve support workflows and knowledge resources.

This is an excellent opportunity for technical support customer service advisors who enjoy solving complex problems and working in a rapidly evolving technical environment.

Key Responsibilities

• Collaborate with cross-functional teams to improve technical support processes and customer experiences.
• Troubleshoot complex issues involving connected consumer technology products.
• Identify gaps, inaccuracies, and opportunities for improvement in support workflows.
• Support the development and improvement of technical knowledge resources.
• Provide subject matter expertise on smart home, networking, security, and connected-device technologies.
• Document technical issues, troubleshooting steps, solutions, and recommendations clearly and accurately.
• Communicate complex technical concepts in a clear and easy-to-understand manner.
• Stay up to date with emerging connected-device technologies, platforms, and troubleshooting methodologies.

Required Experience

• BPO Experience is required
• Experience in Customer Service technical support, telecom support, smart home support, or a related technical field in BPO.
• Experience troubleshooting hardware, software, networking, and connected-device issues.
• Strong analytical and problem-solving skills.
• Ability to explain technical concepts clearly in both written and verbal communication.
• Experience documenting technical issues, troubleshooting steps, and recommendations.
• Comfortable working in rapidly evolving technical environments.
• Experience working in a Tier 2, Tier 3, SME, or advanced technical support environment is highly preferred.
• Experience providing gaming technical support is a plus

Preferred Product Expertise

Candidates with Tier 1 experience may be considered if they can demonstrate deep expertise in a specific product category and experience resolving complex technical issues beyond standard scripted troubleshooting.

All candidates should possess expertise in one or more of the following product categories:

• Home Security & Cameras
• Smart Home & Automation
• Home Networking & Connectivity
• Consumer Technology & IoT
• Video game systems and consoles