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Added 25 mins ago
ME
Superintendent - Electrical Construction
Mass. Electric Construction Co.
Toronto, ON
- Full-time
Lead and coordinate crew activities to ensure efficient workflow and adherence to project timelines.
Added 25 mins ago
M
Senior Cost Analyst
MegaFood
Delta, BC
- Full-time
…overhead, freight, duties, and other landed-cost elements. Lead the annual costing and update costs for product, sourcing, packaging, site, and productivity…
Added 25 mins ago
AH
Advanced Care Paramedic
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
…airway adjuncts, and delivering electrical therapy. You may also lead the ALS team in providing clinical care during patient transport or at emergency scenes. You will support the readiness…
Added 25 mins ago
AH
CORe Lead - Recovery Alberta
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
…Out-of-country travel may be required for training purposes. The CORe Lead is responsible for managing the operational readiness aspects of a specific Connect Care application. This…
Added 25 mins ago
AH
Patient Care Manager
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
…teaching hospital, the GRH participates in education training programs for science, technology, engineering, and medical professionals and offers an array of research and technology…
Added 25 mins ago
AH
Advanced Care Paramedic
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…airway adjuncts, and delivering electrical therapy. You may also lead the ALS team in providing clinical care during patient transport or at emergency scenes. You will support the readiness…
Added 25 mins ago
G
Retail Sales Associate - Market Mall
Gap
Calgary, AB
- Part-time
…If you want to be part of an iconic American brand, and help lead the way for where we’re headed, we’d love to have you join…
Added 25 mins ago
ML
Industrial Engineering Specialist - Contract
Maple Leaf Foods Inc
Mississauga, ON
- $71,000 to $103,000 CAD / year
- Full-time
Master Capacity Planning – Lead the planning and management of MLF’s manufacturing capacities with the Supply Chain and the Commercial teams
Added 55 mins ago
CK
Human Resources Team Lead
Canadian Kraft Paper Industries Ltd
The Pas, MB
- Full-time
…being the champion for guiding company policies. The HR Team lead will play a critical role in administering and implementing a range of human resources’ related…
Added 1 hour ago
FV
Environmental Policy Analyst (Solid Waste)
Fraser Valley Regional District
Chilliwack, BC
- From $51.3 CAD / hour
- Full-time
- On-site
…policy directions related to solid waste management and will lead the process to update and implement the FVRD?s solid waste management plan. They will help the FVRD stay aware of the…
Added 1 hour ago
Retail Experience Lead
Fire & Flower Inc.
Lasalle, ON
The Retail Experience Lead is responsible for opening and closing duties, overseeing daily operations, and supervising staff during an assigned shift.
Added 1 hour ago
W
(CAN) Customer Service Manager
Walmart
Edmonton, AB
- Part-time
…skills in a fast paced retail environment. In this role, you lead front end operations to deliver exceptional customer service, support a positive shopping experience, and drive customer…
Added 1 hour ago
RO
Guest Services Manager
Resorts of the Canadian Rockies
Kimberley, BC
- Full-time
Lead daily operations, ensuring exceptional guest service and efficient department performance
Added 1 hour ago
TC
Retail Store Coordinator Full time Winners-Parkway Place
TJX Canada – Winners, Marshalls, HomeSense
Peterborough, ON
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 1 hour ago
TC
First Mile Transportation Manager - 12 Month Contract
TJX Canada – Winners, Marshalls, HomeSense
Mississauga, ON
- $89,208 to $135,086.4 CAD / year
- Full-time
We’re looking for a First Mile Transportation Manager - 12 Month Contract to lead a critical national transportation network, overseeing 40,000-50,000 annual linehaul movements across…
Added 1 hour ago
TC
Retail Store Coordinator (Permanent) - Winners/ HomeSense Beacon Hill
TJX Canada – Winners, Marshalls, HomeSense
Calgary, AB
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 1 hour ago
TC
Assistant Store Manager Marshalls HomeSense Orangeville Mall
TJX Canada – Winners, Marshalls, HomeSense
Orangeville, ON
- $48,592.5 to $68,029.5 CAD / year
- Full-time
Implement strategies to meet sales, expense, and customer service targets. Coordinate loss prevention and operational programs and improve store layout and efficiency.
Added 1 hour ago
PL
Director of Sales and Marketing
Pomeroy Lodging
Calgary, AB
- Full-time
Are you a strategic thinker with a passion for driving sales success? Join us as our Director of Sales and Marketing and lead our team to new heights.
Added 1 hour ago
TC
Assistant Store Manager Winners Bolton Square
TJX Canada – Winners, Marshalls, HomeSense
Bolton, ON
- $48,592.5 to $68,029.5 CAD / year
- Full-time
Implement strategies to meet sales, expense, and customer service targets. Coordinate loss prevention and operational programs and improve store layout and efficiency.
Added 1 hour ago
CO
Senior ICT Project Manager
City of Coquitlam
Coquitlam, BC
- From $131,057 CAD / year
- Full-time
- Hybrid
…innovative urban design, inspiring arts, culture and recreation programs, and state-of-the-art transportation systems. Our brand is built on managing our resources in a responsible and…
Added 1 hour ago
BB
technical support specialist - wholesale trade
Big Bang ERP
Montréal, QC
- $70,000 to $75,000 CAD / year
- Full-time
- Hybrid
Lead sales team in building relationships with business clients and manage negotiations of sales contracts
Added 1 hour ago
TF
EHS Specialist I
Thermo Fisher Scientific
Whitby, ON
- Full-time
Lead the creation, development and integration of EHS programs – safety examples: lockout tagout, machine guarding, process safety; environmental examples: NPRI, NSNR; Industrial hygiene…
Added 1 hour ago
VH
RN/RPN - Child & Family Program (Toronto Central)
VHA Home HealthCare
Toronto, ON · Soudan Office
- Full-time
…supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at…
Added 1 hour ago
VH
Registered Practical Nurse - Foot Care Nurse
VHA Home HealthCare
Toronto, ON · Soudan Office
- Part-time
…supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at…
Added 1 hour ago
VH
Occupational Therapist - Adults
VHA Home HealthCare
Toronto, ON · Lawrence Office
- Full-time
…supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at…

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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