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Added 4 mins ago
A&
Brand Representative - CF Toronto Eaton Centre, Hollister
Abercrombie & Fitch Co.
Toronto, ON
- Full-time
Customer Experience: Provide warm, welcoming, and attentive service to all customers. Anticipate needs, initiate conversation in a comfortable and natural way, and offer product support and…
Added 4 mins ago
LC
Service Representative - Waterloo Region
Libro Credit Union
Kitchener, ON
- Full-time
Experience in a front-line customer service or financial services environment.
Added 4 mins ago
OF
Retail Sales Advisor - Bolton
Oak Furnitureland
Bolton, ON
- £45,000 to £50,000 GBP / year
- Full-time
…from our broad range of products. They achieve this with every customer by being commercially minded and adopting a consultative sales approach using their expert knowledge of our…
Added 4 mins ago
MP
Customer Service Representative - 18 month contract
Mauser Packaging Solutions
Oakville, ON
- Full-time
1-3 years of customer service experience required
Added 6 mins ago
R
Billingual Operations Representative
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Calgary, AB · Vancouver, BC · Halifax, NS · Toronto, ON
- Full-time
Deliver an exceptional client experience by identifying the root cause of problems presented, and by educating the client and taking necessary reasonable steps to mitigate similar issues…
Added 6 mins ago
Outside Sales Representative
GNI Management Group Inc.
Toronto, ON
Work closely with Customer Experience Team to schedule appointments, follow up with customers and close sales.
Added 6 mins ago
R
Associate Advisor
RBC
Vancouver, BC
- Full-time
…management advice. Candidates must have at least 4 years of experience in the investment field and work as a licensed Registered Representative (RR) with an IIROC…
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Equipment Rental Specialist
Sunbelt Rentals, Inc.
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- Full-time
Related experience may include: Account Manager, Rental Sales, Parts Sales, Service Manager, Customer Service Representative, Construction Manager, Tools Manager, Counter Sales…
Added 6 mins ago
C
Financial Services Representative
CIBC
Timmins, ON
- Full-time
…meaningful difference in our clients’ lives. As a Financial Services Representative, you’ll foster key relationships with clients, understand their financial and personal goals, provide…
Added 21 mins ago
MS
customer service representative supervisor
Maple Supply Chain Management Inc.
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Added 21 mins ago
B
CUSTOMER SERVICE REPRESENTATIVE
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- Part-time
Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of…
Added 21 mins ago
B
Customer Service Representative
BMO
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- Part-time
Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of…
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Customer Service Representative
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Added 21 mins ago
B
Customer Service Representative
BMO
Vancouver, BC
- Part-time
Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of…
Added 21 mins ago
E
Business Development Representative
EllisDon
Toronto, ON
- Full-time
Experience using CRM systems to manage sales pipelines, forecasts, and customer activities.
Added 36 mins ago
B
CUSTOMER SERVICE REPRESENTATIVE
BMO
Vancouver, BC
- Part-time
Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of…
Added 36 mins ago
SH
Materials Management Technician - Non-Certified
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- Full-time
Reporting to the Lead - Supply Chain Management, the Materials Management Technician Non-Certified provides customer service to Southern Health-Santé Sud sites and programs. The incumbent…
Added 36 mins ago
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Seasonal Customer Experience Representative
Indigo
Chilliwack, BC
- $18.25 CAD / hour
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Share ideas with Leadership Team on how to improve the employee and customer experience
Added 36 mins ago
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Marketing Research Analyst - Bilingual (Analyste en recherche marketing)
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- Full-time
Added 37 mins ago
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Lead Infrastructure Architect, GTCS
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Significant experience in infrastructure, platform, solution, domain, or enterprise architecture within complex enterprise environments.
Added 37 mins ago
Manager, District Sales
Grainger Businesses
Burnaby, BC
…solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9…
Added 37 mins ago
MP
Customer Service Representative - 18 month contract
Mauser Packaging Solutions
Oakville, ON
- Full-time
1-3 years of customer service experience required
Added 37 mins ago
Materials Management Technician - Non-Certified
Winnipeg Regional Health Authority
Winkler, MB
Reporting to the Lead - Supply Chain Management, the Materials Management Technician Non-Certified provides customer service to Southern Health-Santé Sud sites and programs. The incumbent…
Added 37 mins ago
Assistant Route Service Sales Representative - Temporary
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Toronto, ON
Cintas is seeking an Assistant Route Service Sales Representative. Responsibilities include providing route service to a set customer base, through the pick-up and delivery of uniforms and…
Added 37 mins ago
V
Territory Sales Representative (Commercial & Residential) - Vancouver, BC
Victaulic
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- Full-time
Team Collaboration: Work with inside sales, engineering, and support teams for seamless customer experience.

AVI-SPL Canada

Rep, Technical Support

Calgary, AB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 6, 2026
Experience: 1-2 years of customer service experience.
Posting language: English
Posted: Oct 7, 2026

Original job description

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.

Apply About employer

More about this job

Responsibilities

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.

Skills

Customer Service
Case 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

Benefits

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

Visa sponsorship

Not detected in the job text

Keywords

ServiceNow
Symphony
Service Level Agreements
Incident Management
Audio-Visual Technology
Video Conferencing
Customer Support
Case Management
Field Technician Dispatch
Parts Requests
Hardware Repairs
Return Merchandise Authorization
Vendor Coordination
Technical Troubleshooting
Escalation Management
Monitoring Tools
Proactive Support
Manufacturer Certifications
Internal Knowledge Bases
Vendor Guides
Manufacturer Forums
Zendesk
Freshdesk
Freshservice

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