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Added 2 mins ago
K
Senior Analyst - Fuel and Fuel Channel Analysis
Kinectrics
Toronto, ON
- Full-time
Salary Range: $120,000 - $145,000 annual. Exact compensation may vary depending on the individual experience and qualifications of each candidate. Applicants with greater or less than the…
Added 2 mins ago
LI
Quantity Surveyor - Calgary
LJB Inc.
Calgary, AB
- $150,000 to $170,000 CAD / year
- Full-time
…in Calgary, AB. The ideal candidate will have 10+ years of experience in lead role on civil construction projects (i.e., roads, bridges, rail, buildings, oil and gas facilities) and will be…
Added 2 mins ago
RI
Senior Manager, Paid Media
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Vaughan, ON
- $100,000 to $130,000 CAD / year
- Full-time
Our client is a growing beauty and personal care company with a portfolio of recognized consumer brands sold through major retailers and eCommerce marketplaces.
Added 2 mins ago
C
Supportive Housing Worker
Cota
Toronto, ON
- Part-time
Plays an active lead role in ensuring that Support/Goal Plans are developed with each tenant and his/her support network and a record of this is documented in clients chart
Added 2 mins ago
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AI Solutions Architect
Hays
Toronto, ON
- Contract
Our client is a leading financial services organization undergoing significant digital transformation initiatives across enterprise data, AI, banking integration, risk, finance, treasury,…
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Building Code Consultant
TalentSphere Staffing Solutions
Toronto, ON
- Full-time
Our client is a growing international fire safety engineering consultancy providing specialist services in building code consulting, fire safety engineering, and risk management across a…
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Marine Construction Superintendent
TRS Staffing Solutions
Vancouver, BC
- $140,000 to $170,000 CAD / year
- Full-time
This position offers the opportunity to lead the field execution of major waterfront developments, including ports, terminals, wharves, jetties, and other marine structures. The successful…
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- Full-time
Social Services Certificate or Diploma from a recognized College plus (1) year's recent experience in a community setting supporting clients within the relevant client population or an…
Added 2 mins ago
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Vancouver, BC
- Full-time
We are looking for a lawyer with at least two years of call, an existing book of clients, and the experience and judgment to manage matters independently. The position is suited to someone…
Added 2 mins ago
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Senior Property Manager, Commercial
TalentSphere Staffing Solutions
New Westminster, BC
- Full-time
Our client is seeking an experienced Senior Property Manager to take overall responsibility for the day-to-day operations and performance of a two-property mixed commercial retail and…
Added 2 mins ago
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Inside Sales - EV Charging Infrastructure
LeadingAhead Energy
Vancouver, BC
- Full-time
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Added 2 mins ago
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Firm Administrator
eStaffing Inc.
Langley (District), BC · Langley, BC
- Contract
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Added 2 mins ago
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Operations Supervisor, Commercial Property
TalentSphere Staffing Solutions
AB · Edmonton, AB
- Full-time
Our client is seeking an experienced Operations Supervisor to oversee the day-to-day building operations, maintenance, and technical performance of a diverse commercial real estate…
Added 4 mins ago
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Finance Manager-Enterprise Project Finance
TD
Toronto, ON
- Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…
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Manager Governance and Control (ATHN464)
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Toronto, ON
- Full-time
…Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States…
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The Specialist, Designated Beauty Advisor develops deep, long lasting relationships with customers that lead to an increase in sales, service, and loyalty. The Specialist (DBA) is also…
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Toronto, ON
- Full-time
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Manager, Client Advice - Marché central
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Montreal, QC
- Full-time
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Construction Manager - Formwork
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Edmonton, AB
- Full-time
Ensure project safety standards, company, client policies and environmental programs are adhered to
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Sr. Specialist, Geospatial and Reality Capture
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Produce GIS deliverables including site and corridor mapping, orthomosaics, topographic surfaces, volumetrics, and client-facing dashboards.
Added 20 mins ago
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Project Manager
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- Full-time
Lead project meetings with internal and external parties to monitor and support the team’s ongoing development and progression
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VDC Services Specialist
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Conduct reality capture operations including laser scanning, drone capture, and 360 photography across active client sites, with consistent attention to safety, access protocols, and…
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Health, Safety & Environment Manager
EllisDon
Edmonton, AB · Fort Saskatchewan, AB
- Full-time
They value diversity and inclusion, understanding that different perspectives lead to innovation. We are committed to sustainable and equitable relationships with Indigenous communities,…
Added 34 mins ago
WI
Senior Project Manager
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- Full-time
…out. This role oversees project teams, budgets, schedules, and client relationships while ensuring safety, quality and profitability across multiple…
Added 34 mins ago
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Senior Finance Analyst-Infrastructure & Engineering
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Toronto, ON
- Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…

AVI-SPL Canada

Rep, Technical Support

AB, Canada
Edmonton, 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 SLAs, coordinate technician dispatches and parts requests, and communicate case updates. Coordinate vendor hardware repairs and RMAs, use monitoring tools to identify issues, and escalate complex technical matters to appropriate resources.

Requirements

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

Skills

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

Benefits

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

Visa sponsorship

Not detected in the job text

Keywords

ServiceNow
Symphony
Incident Management
Service Level Agreements
Technical Support
Customer Service
Case Management
Troubleshooting
Field Technician Dispatch
Parts Requests
Vendor Coordination
Hardware Repair
Return Merchandise Authorization
RMA
Quote Evaluation
Escalation Management
Proactive Support
Monitoring Tools
AV Technology
Video Conferencing
Electronics
Information Technology
Manufacturer Certifications
Zendesk
Freshdesk
Freshservice

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