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Added 26 mins ago
Maintenance Program Analyst
Westerkirk
Calgary, AB · Victoria, BC · Mississauga, ON
…design, production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated…
Added 41 mins ago
H
Biomedical Engineering Technologist Supervisor
HealthCareersInSask.ca
Prince Albert, SK
- Full-time
Job Description: Responsible for the supervision and administration of the Clinical Engineering services.
Added 41 mins ago
Customer Success Representative
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Vancouver, BC
As a Customer Success Representative, you will be responsible for building strong relationships with assigned customers, ensuring satisfaction with Global Relay products and services, and…
Added 41 mins ago
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Biomedical Engineer Technologist
HealthCareersInSask.ca
Prince Albert, SK
- Full-time
…Authority (SHA) is committed to providing coordinated quality services that are seamless, safe and…
Added 41 mins ago
Executive Assistant & Board Administrator
The Government of Nova Scotia
Halifax, NS
…assigns/routes work to NSAA staff; manages the administrative services; and coordinates the HR administrative functions for the Office of the…
Added 55 mins ago
C(
Analyst, Account Services
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Vancouver, BC
- Full-time
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Sudbury, ON · Greater Sudbury, ON
- Internship
Note: The above duties are representative of a typical position and are not to be construed as all inclusive.
Added 1 hour ago
R&
Operations Officer III
Robertson & Company Ltd.
Toronto, ON
- Contract
…(Electronic Fund Transfer Reporting) regulatory reporting, providing technical guidance, issue analysis, and process support within AML…
Added 1 hour ago
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Implementation Project Manager
Zaddons
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
The Implementation Project Manager will be called upon to act as the primary Zaddons representative for clients throughout the product implementation process, ensuring their success and…
Added 1 hour ago
Reliability Manager
VCNA
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Conducts technical reviews of vendors and contractors to ensure that they can provide the equipment, machinery, and/or required services.
Added 1 hour ago
Client Onboarding Senior Representative
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Technical Support Representative II
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Added 2 hours ago
Water Operations Technician
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Morris, MB
Water Operations, Engineering and Technical Service
Added 2 hours ago
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Parts Representative
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Acheson, AB
- Full-time
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Added 2 hours ago
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Care Access Representative - Hamilton
CBI Home Health
Hamilton, ON
- Full-time
CBI Home Health supports people at home and in the community. We are one of Canada’s leading specialized community services, home and integrated care providers, operating in more than 800…
Added 2 hours ago
IC
Quality Manager
IMT CORPORATION
Port Colborne, ON
- $88,200 to $130,500 CAD / year
- Full-time
…certification programs. This position provides leadership and technical direction to quality personnel and works closely with Production, Engineering, Maintenance, Purchasing, Sales and…
Added 2 hours ago
VDC Assistant Specialist
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Toronto, ON
Perform basic reality capture services including taking project site 360 videos and completing data processing tasks.
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Data Center Solutions Architect - Sales Engineer
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Montreal, QC · Quebec, QC
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Added 2 hours ago
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Spécialiste technique, Gestion des projets
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Ottawa, ON
- Full-time
The Technical Specialist, Project Management, provides program and project management services to support the delivery of infrastructure and environmental projects. The incumbent acts as a…
Added 2 hours ago
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- Full-time
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Added 2 hours ago
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Montreal, QC
…diverse portfolio: high-speed trains, metros, trams, maintenance services and integrated…
Added 3 hours ago
DC
Technical Specialist, Project Management
Defence Construction Canada
Ottawa, ON
- Full-time
The Technical Specialist, Project Management, provides program and project management services to support the delivery of infrastructure and environmental projects. The incumbent acts as a…
Added 3 hours ago
Production Planner
Westerkirk
Victoria, BC
…design, production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated…
Added 3 hours ago
OH
IT Specialist
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Waterloo, ON
- Full-time
O'Dell HVAC Group is a well-established HVAC equipment representative, partnering with engineers, building owners, and contractors throughout Canada. Our success is fueled by our…
Added 3 hours ago
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Anaesthesia Assistant - Anaesthesia Department
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Dartmouth, NS
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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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