Technical AI Training Specialist - Smart Device Support
About the Role
We're looking for a Technical AI Training Specialist with hands-on experience supporting smart home, streaming, and connected devices.
In this role, you'll help train and improve AI-powered support agents by creating realistic troubleshooting scenarios, evaluating AI responses, identifying technical gaps, and helping build the knowledge and workflows behind customer support automation.
Your expertise will directly influence how AI resolves technical issues for millions of customers across the United States.
Key Responsibilities
- Create realistic technical support scenarios based on real customer issues.
- Evaluate AI-generated responses for technical accuracy, clarity, and customer experience.
- Identify troubleshooting errors, missing steps, and incorrect resolutions.
- Annotate and document AI performance gaps.
- Help develop troubleshooting flows, FAQs, and knowledge base content.
- Participate in calibration sessions and quality reviews.
- Collaborate with AI, Quality, and Operations teams to improve performance.
Requirements
Required
- 1–3 years of experience in Technical Support, IT Help Desk, Customer Success, or Tier 2 Support.
- Hands-on experience troubleshooting smart home, streaming, or connected devices.
- Strong knowledge of Wi-Fi networks, routers, connectivity issues, and device setup.
- Experience supporting products such as Roku, Fire TV, Chromecast, Nest, Alexa, Ring, Smart TVs, smart plugs, or similar devices.
- Advanced English level (C1 or higher).
- Strong written communication and documentation skills.
- Experience using ticketing or CRM platforms such as Zendesk, Salesforce, Freshdesk, or similar.
- Ability to work independently in a remote environment.
Preferred
- Experience with Asurion, Geek Squad, ISP Support, Telecom, Cable, or Streaming Support.
- QA, SME, or Quality Analyst experience.
- Experience creating technical documentation or troubleshooting guides.
- Exposure to AI tools, chatbots, or virtual assistants.
- Bilingual English/Spanish.
What We Offer
- 100% Remote position.
- Schedule aligned with US time zones.
- Compensation above the traditional BPO market.
- Opportunity to work on innovative AI and technology projects.
- Professional growth within a rapidly expanding industry.
Why Join Us?
Your technical expertise will help train AI systems that support customers for leading telecom, cable, internet, and streaming providers. Every troubleshooting flow, recommendation, and improvement you contribute will help create better support experiences at scale.
If you're passionate about technology, problem-solving, and innovation, we'd love to hear from you.
Requisitos
Estudios
Idiomas
Habilidades
Sobre Contact Point 360 S.A.S
Why Join ContactPoint360?
At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.
We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.
Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.
