Tech Support Agent I – Indefinite Term – $2,700,000

About the role

Contact Point 360 is seeking a Tech Support Agent I to join its Wave 1 team in Bogotá. This permanent position offers a stable, indefinite‑term contract and the opportunity to provide first‑level technical assistance for an international client base.

Key responsibilities

• Deliver first‑level technical support via phone, chat, and email.
• Diagnose and troubleshoot hardware (laptops, desktops, printers) and software issues.
• Guide users step‑by‑step to resolve technical problems.
• Accurately document, categorize, and track support tickets.
• Prioritize cases based on impact and urgency, and escalate complex issues with proper documentation.
• Meet individual and team performance goals related to quality and response times.

Required profile

• B2 English level or higher.
• Previous experience in technical support, service desk, or customer service.
• Basic understanding of LAN/WAN networks.
• Familiarity with common IT support tools.
• Strong troubleshooting and problem‑solving abilities.
• Excellent verbal and written communication skills.

Required skills

• LAN/WAN networking
• Hardware troubleshooting
• Software troubleshooting
• IT support tools usage

What we offer

• Base salary of COP 2,700,000.
• Indefinite‑term contract with full legal benefits.
• Fixed schedule of 42 hours per week, two days off per week, weekends off depending on operational needs.
• On‑site work at Calle 97 & Autopista Norte, Bogotá.