AV and Tech Support Specialist

university toronto; Toronto; On-site; CAD 54,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D insurance

Disability plans

Employee Assistance Program

Defined Contribution Pension

Registered Retirement plans

Job summary

Compucom Systems, Inc. is seeking an Operational Support Specialist to provide day-to-day client support for Paulsboro and Canada operations. You will act as the main contact for orders, manage escalations, and drive serviceability metrics while upholding contract commitments.

Responsibilities include liaison for customer and account teams, end-to-end delivery, inventory management, holds clearance, and weekly SLA reporting. Daily on-site work and strong communication are required.

Qualifications

• Experience in operational support and customer service in a technical environment.
• Proven ability to manage orders and coordinate supply chain activities.
• Proficient with Microsoft Office 365 and strong email etiquette.
• Familiarity with ERP/CRM systems and ticketing tools.
• Ability to work on-site daily in a Canada-based facility.

Responsibilities

• Serve as main liaison for customer and account teams for daily inquiries.
• Own end-to-end delivery, ensure contract compliance and quality audits.
• Coordinate inventory management and monitor CSP thresholds.
• Identify and clear holds and manage risk to meet SLA.
• Produce weekly SLA reports and support reporting tools.

Skills

Operational support

Supply chain execution

Order fulfillment

Customer service

Microsoft Office 365

Email etiquette

ITAD programs

Shipping/receiving

Communication skills

Tools

ERP/CRM platforms

Ticketing software

Order tracking tools

IT Asset Disposition (ITAD) programs

Job description

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It!

Job Summary

As an Operational Support Specialist, your primary function is to provide day-to-day client support in relation to Paulsboro and Canada operations. You will take ownership of ensuring we deliver our products and services with a high level of quality while meeting our contractual commitments. Acting as the main point of contact for the customer and/or account team regarding orders, you will handle escalations, drive serviceability metrics, and proactively identify operational risks and roadblocks.

Responsibilities

Primary Point of Contact: Serve as the main liaison for the customer and account team for all Paulsboro/Canada operations, managing day-to-day order inquiries and operational communications.

Operational Execution & Quality Control: Own the end-to-end delivery of products and services, ensuring compliance with contract provisions and assisting with quality audits, quality incidents, and ISO requirements.

Supply Chain & Inventory Management: Manage supply chain aspects of assigned accounts, coordinate inventory management with support teams, and monitor threshold levels of Customer Supplied Product (CSP).

Hold & Exception Management: Actively monitor and clear warehouse/depot holds, including Warehouse Receiving Holds, MEL Holds (Receiving & Service), and Configuration Holds.

Performance Reporting: Deliver weekly SLA attainment reporting with detailed descriptions of order delays, challenges, and rehabilitation solutions, while assisting with reporting tools and standard report subscriptions.

Risk & Project Mitigation: Identify and communicate potential risks or roadblocks preventing operations from achieving client goals, and assist with the local coordination of special projects.

Job Requirements and Qualifications

Work Environment: Daily on-site presence at the facility is required.

Professional Experience: Proven experience in operational support, supply chain execution, order fulfillment, or customer service within a technical environment.

Technical & System Skills

Proficiency in Microsoft Office 365 applications (Word, Excel, Outlook) and strong email etiquette.

Experience with supply chain management systems, order tracking tools, ERP/CRM platforms, and ticketing software.

Familiarity with IT Asset Disposition (ITAD) programs and shipping/receiving activities.

Core Competencies

Strong communication skills, both written and verbal.

Ability to work effectively both independently and within a collaborative team environment.

Excellent problem-solving skills and the ability to stay organized while managing multiple demanding tasks.

Flexibility regarding work hours.

Wage Range

Wage Range: The rate for this position is between $39.00 - $52.00 per hour, unless local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, Defined Contribution Pension, and Registered Retirement plans, among others.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Equal Employment Opportunity

Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

Accessibility

Compucom welcomes and encourages applications from candidates with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require disability-related accommodation during the recruitment process, please advise Compucom. Compucom will consult with all applicants who request disability-related accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs.

Existing Vacancy

This posting is for an existing vacancy.

AI Usage

Artificial intelligence (AI) will not be used to screen, assess or select applicants for this position.

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.