Contact Point 360 is a integral customer experience (CX) and BPO company with 4,000+ employees and operations across North America, Latin America, Europe, and Asia — including our Bogotá office. We help leading brands deliver outstanding support across voice, chat, email, and social channels.

We're looking for a Service Desk Agent to be the first point of technical contact for our users. You'll diagnose and resolve hardware and software issues, walk users through fixes step by step, and make sure every ticket is properly documented and escalated when needed.

What You'll Do

- Provide first-level technical support via phone, chat, and email (password resets, hardware issues on laptops/desktops/printers, software troubleshooting)
- Diagnose technical problems and guide users to resolution
- Accurately document, categorize, and track tickets
- Prioritize cases based on impact and urgency
- Escalate complex issues with the necessary supporting documentation
- Meet individual and team goals for quality and response times

Must-haves

- Portuguese proficiency (B2 level)




- 6 months of experience in a service desk or technical support role and cuestomer service (both)
- Experience supporting laptop/desktop hardware
- Basic understanding of LAN/WAN networks
- Experience with ITSM tools (ServiceNow, Ivanti, Remedy, or similar)

Nice-to-haves

- Degree in Information Systems, Engineering, or related field (or equivalent experience)

Work Mode, Location & Contract
- Work mode: On-site in Bogotá
- Location: Bogotá, Colombia
- Contract type: indefinite-term contract

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.

📌 Portuguese IT Support Agent (Bogotá)
🏢 Contactpoint 360
📍 Bogotá