Rep, Technical Support

AVI-SPL Canada; Edmonton; Presencial; CAD 50.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Paid holidays and PTO

Training and professional development

Dynamic company culture

Descripción de la vacante

AVI-SPL Canada is seeking a Technical Support Representative to be the first point of contact for customer inquiries, intake and manage service requests through ServiceNow, and coordinate solutions with field technicians and vendors.

You will escalate complex issues, ensure timely resolutions within SLAs, and contribute to high-quality customer support. The position offers benefits and opportunities to grow in a leading AV solutions provider.

Formación

• 1–2 years of customer service experience.
• Strong written and verbal communication skills.
• Proven problem-solving and troubleshooting abilities.
• Ability to manage multiple priorities and time effectively.
• Willingness to learn and research technical solutions.

Responsabilidades

• Case management: monitor, prioritize, and manage service requests to meet SLAs.
• Follow-ups: update customers and internal teams to resolve open cases.
• Vendor management: coordinate hardware repairs, RMAs, quotes, pricing, and lead times.
• Troubleshooting: identify and troubleshoot issues to coordinate solutions.
• Collaboration: work with escalation groups to resolve challenges.
• Escalation handling: route complex issues to appropriate resources.
• Monitoring: use AVI-SPL Symphony to detect and address environment issues.
• Training: participate in ongoing training on AVI-SPL products and AV tech.
• Perform additional tasks as needed to support the team.

Conocimientos

Customer service

Communication

Troubleshooting

Time management

Team collaboration

Willingness to learn

Educación

High school diploma

College degree in Electronics or IT

Herramientas

ServiceNow

Zendesk

Freshdesk

Freshservice

Symphony

Descripción del empleo

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 escalates 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.

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 escalates 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.

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

Min Base

Max Base

Salary

CAD $50,000.00

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.