Rep, Technical Support

AVI-SPL, Inc.; Calgary, Edmonton, Burnaby; Hybrid; CAD 50,000 - 80,000; Full time

Benefits offered by this job

Medical, vision & dental

Paid holidays & PTO

Dynamic culture

Training & development

Job summary

AVI-SPL, Inc. is seeking a Technical Support Representative in Calgary to be the first point of contact for customer inquiries.

You will intake and manage service requests via ServiceNow, coordinating solutions, dispatching field techs, and handling parts requests while ensuring SLAs are met. Daily tasks include case management, regular updates to customers, vendor coordination for hardware repairs, and proactive monitoring using Symphony.

Qualifications

• High school diploma or equivalent.
• 1-2 years of customer service experience.
• Strong written and verbal communication skills.
• Excellent problem-solving and troubleshooting abilities with a structured approach.
• Time management to handle multiple priorities.
• Ability to switch tasks and adapt to changing priorities.
• Ability to work independently and in a team.
• Willingness to learn and research technical solutions using internal KBs/vendors.

Responsibilities

• Case Management: monitor, prioritize, and manage customer requests to meet SLAs.
• Follow-Ups: provide updates and resolve open cases.
• Vendor Management: coordinate hardware repairs, RMAs, quotes, lead times.
• Troubleshooting: identify and resolve issues.
• Collaboration: work with escalation groups to resolve challenges.
• Escalation Handling: route complex issues to proper resources.
• Monitoring & Proactive Support: use Symphony to address environment issues.
• Training & Development: participate in ongoing product training.

Skills

Customer service

Communication skills

Problem solving

Time management

Multitasking

Teamwork

Self-learning

Education

High school diploma

College degree in Electronics/IT

Tools

ServiceNow

Zendesk

Freshdesk

Symphony monitoring tools

Job description

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevateexperiences,create new value, and enableorganizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU'LL DO

As a Technical Support Representative (TSR), you will be the first point of contact for customer inquiries, responsible for intaking and managing service requests through ServiceNow. You'll coordinate solutions by identifying issues, dispatching field technicians, processing parts requests, and working with vendors on hardware repairs, all while ensuring cases are managed within defined Service Level Agreements SLAs.

When necessary, you will elevate complex technical matters to the appropriate internal or external resources, ensuring timely and effective resolution. Your role will be critical in delivering exceptional customer support and maintaining high service standards.

Day-To-Day Responsibilities:

• Case Management: Monitor, prioritize, and manage customer requests to meet or exceed SLAs. This will include dispatching field technicians, and processing parts requests where needed.
• Follow-Ups: Communicate regularly with customers and internal teams to provide updates and ensure open cases are resolved effectively.
• Vendor Management: Oversee hardware repair coordination, including Return Merchandise Authorizations (RMAs), obtain and evaluate quotes, ensure accurate pricing, compatibility and lead times where applicable.
• Troubleshooting: Coordinate solutions by identifying and troubleshooting issues.
• Collaboration: Work with internal teams, including escalation groups, to resolve customer challenges and ensure satisfaction.
• Escalation Handling: Highlight complex technical issues to appropriate internal or external resources for advanced troubleshooting and resolution.
• Monitoring & Proactive Support: Utilize monitoring tools like AVI-SPL's Symphony to proactively identify and address customer environment issues.
• Training & Development: Participate in ongoing training programs to stay up to date on AVI-SPL products, services, and emerging AV technologies.
• Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.

WHAT WE'RE LOOKING FOR

Must-Haves:

• High school diploma or equivalent.
• 1-2 years of customer service experience.
• Strong written and verbal communication skills.
• Excellent problem-solving and troubleshooting abilities, with a structured approach to resolving issues.
• Time management skills to handle multiple priorities effectively.
• Excellent capability to switch tasks while adapting to changing priorities.
• Ability to work both independently and as part of a collaborative team.
• Willingness to learn and research technical solutions using provided resources (internal KBs, vendor guides, manufacturer forums, etc.) under supervision.

Nice-To-Haves:

• College degree in Electronics, IT, or a related field.
• Experience in the AV/Video Conferencing
• Hands-on experience with hardware repair processes and vendor coordination.
• Proficiency with monitoring and analytics tools like AVI-SPL's Symphony or similar platforms.
• Manufacturer certifications from AV and IT vendors
• Experience supporting customers across different time zones or regions.
• Familiarity with ServiceNow or other Incident Management Tools Zendesk, Freshdesk, Freshservice, etc.

COMPENSATION

Pay Type: Salary
Min Base: CAD $50,000.00
Max Base: CAD $80,000.00

Actual compensation will be determined based on factors including skills, experience, qualifications, and location.

WHY YOU'LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• Paid holidays and PTO
• Enjoyable and dynamic company culture
• Training and professional development opportunities

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.