Rep, Technical Support

Job summary

Manage customer service requests in ServiceNow, prioritize cases to meet service level agreements, and coordinate technician dispatches, parts requests, and vendor hardware repairs. Troubleshoot and escalate complex issues, communicate case updates, and use monitoring tools to identify customer environment issues proactively.

Job details

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 escalate 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 elevate experiences, create new value, and enable organizations 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 escalate 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 WHAT WE’RE LOOKING FOR 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.

What you’ll do

Manage customer service requests in ServiceNow, prioritize cases to meet service level agreements, and coordinate technician dispatches, parts requests, and vendor hardware repairs. Troubleshoot and escalate complex issues, communicate case updates, and use monitoring tools to identify customer environment issues proactively.

Requirements

A high school diploma or equivalent and 1–2 years of customer service experience are required, along with strong communication, problem-solving, troubleshooting, and time-management abilities. Candidates should be able to manage changing priorities, work independently and collaboratively, and learn technical solutions using available resources; a related college degree and AV or IT experience are preferred.

Benefits

• Medical Benefits
• Vision Benefits
• Dental Benefits
• Paid Holidays
• Paid Time Off
• Training and Professional Development

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Escalation Handling · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Vendor Coordination · Preferred
• case management · Preferred
• Troubleshooting · Preferred
• Team Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Case Management
• Service Level Agreement Management
• Troubleshooting
• Problem-Solving
• Written Communication
• Verbal Communication
• Time Management
• Task Prioritization
• Vendor Coordination
• Hardware Repair Coordination
• Parts Request Processing
• Escalation Handling
• Customer Follow-Up
• Monitoring and Proactive Support
• Team Collaboration

Job areas

• Customer Service & Support
• Technology

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