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Added 11 mins ago
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Tech Lead - Application Development N 4C
BrightClaim
Montreal, QC
- Full-time
AZ-204: Microsoft Azure Developer Associate - MicrosoftMicrosoft, BUILD - DIGITAL MARKETING - GenpactGenpact, ISTQB Certified Tester - International Society for Technology in Education…
Added 11 mins ago
GI
HSE Advisor
Green Infrastructure Partners
Hamilton, ON · Lancing Dr, Hamilton, ON
- Full-time
…with Project Managers, Superintendents, workers, and the HSE team to promote a proactive safety culture and ensure safe execution of construction…
Added 11 mins ago
RB
Client Advisor
Royal Bank of Canada
Ladysmith, BC
- Full-time
…goals. Whether you’re demonstrating to a client how to use digital banking, on-boarding a new client, or referring a complex opportunity to a specialist, your expertise will contribute to…
Added 21 mins ago
A
Senior Bilingual French Recruiter
AMS
Toronto, ON
- $76,000 to $100,000 CAD / year
- Full-time
Reports to Team Leader or Manager - Client Services
Added 21 mins ago
A
Hardware Engineer
Actalent
Calgary, AB
- $90,000 to $100,000 CAD / year
- Full-time
…portfolio, with some customer support responsibilities. The team designs and supports instrumentation and electronics products, including nodes and related accessories such as charging…
Added 21 mins ago
Snow Safety Supervisor - Winter 2026/27
Sunshine Village Corporation
Banff, AB
Acting as a leader and mentor to Public Safety team members along with other Mountain Operations staff.
Added 21 mins ago
JL
Account Manager
JENNIFER L. MENNICKE ANDERSON
Vancouver, BC
- Full-time
Engage in global knowledge sharing with our team of over 100 mining consultants.
Added 21 mins ago
Assistant Manager I
EssilorLuxottica Group
Winnipeg, MB
…including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the…
Added 34 mins ago
MP
Assistant Event Coordinator
Music PEI
Charlottetown, PE
- Full-time
Music PEI is looking for Assistant Event Coordinators to join our team and help bring our 2027 Canadian Song Conference to life! This contract is a great opportunity to gain hands-on…
Added 41 mins ago
A
Client Service Representative - Killam
ATB
Forestburg, AB · Killam, AB
- Full-time
At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what…
Added 41 mins ago
A
Everyday Banking Advisor - Edmonton Manning Crossing
ATB
Edmonton, AB
- Full-time
At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what…
Added 41 mins ago
C
Bilingual Sales Associate, Apartments.com - Toronto, Ontario
CoStar
Toronto, ON
- Full-time
As an Apartments.com Sales Associate, you will be part of a dynamic team that operates as a strategic digital marketing partner to the Multifamily industry. Through engaging sales…
Added 41 mins ago
EC
Lead Radio Frequency Engineer
Eaton Corporation
Port Coquitlam, BC
- Full-time
Eaton’s Mobility Group is currently seeking a Lead Radio Frequency Engineer to join our team. This position is based at our Port Coquitlam, BC facility and offers benefits from day one.
Added 43 mins ago
CC
Certified Dental Assistant (CDA)
Coquitlam Centre Dental Clinic
Coquitlam, BC
- From $28 CAD / hour
- Full-time
- On-site
…Full-time, Permanent Join our friendly, family-focused dental team! Serving Coquitlam for 40 years, our established practice offers a wide range of dental services in a modern setting with…
Added 56 mins ago
B
ESL Teacher
Bayswater
Vancouver, BC
- Full-time
…mentored by caring and talented leaders, we want you on our…
Added 56 mins ago
CG
Unit Retail Marketing Manager
Compass Group Canada
Oshawa, ON
- Full-time
…total rewards program will be shared by the Talent Acquisition team during the hiring process. Canadian work experience is not a requirement for this role. Please note that artificial…
Added 56 mins ago
T
Manager, GTS Risk & Control Shared Services Testing
TD
Markham, ON · Toronto, ON
- Full-time
Provide coaching and technical guidance to test team members.
Added 56 mins ago
Bilingual (Fr/En) Counsel, Workplace Benefits and Retirement
The Canada Life Assurance Company
Montreal, QC
Reporting to the Managing Counsel, Workplace Benefits and Retirement, you will be a key member of the legal team providing support to our Canadian business units by delivering practical and…
Added 56 mins ago
Administrative Assistant
Nestle Operational Services Worldwide SA
Toronto, ON
Business area: Nestlé Professional and IT & Digital
Added 56 mins ago
E
Warehouse and Production Manager
Emerson
Elmira, ON
- Full-time
The Warehouse and Production Manager, under the direction of the Plant Manager, leads the production and warehouse team to ensure that accuracy, performance and production standards are…
Added 1 hour ago
L
Forward Deployed Engineer
Leyton
Vancouver, BC · Greater Vancouver, BC
- €30,000 to €50,000 EUR / year
- Full-time
Mainloop is a new engineering team being built from the ground up in Barcelona, backed by an established international organization with decades of experience, global customers, and a…
Added 1 hour ago
TU
Project Manager
The University of British Columbia
Vancouver, BC
- $7,158.42 to $10,292.25 CAD / month
- Part-time
In consultation with the PI and research team, the Project Manager will lead the development of the websites and some of the research outputs. This also includes, but is not limited to,…
Added 1 hour ago
HA
Senior Engineer – Systems (Powerplant)
Horizon Aircraft
Kawartha Lakes, ON · Lindsay, ON
- Full-time
…each other through the tough spots, generating a close-knit team with a family…
Added 1 hour ago
TU
Administrative Coordinator
The University of British Columbia
Vancouver, BC
- $4,732 to $4,972 CAD / month
- Full-time
…Recruitment and Admissions and to the unit’s senior management…
Added 1 hour ago
IR
Analog Design Lead
IC Resources
Ottawa, ON
- Full-time
…entering an exciting phase of growth and will be building a team of Analog IC Design Engineers to focus on high-speed SerDes design in FinFet. The Analog Design Lead will be one of the…

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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