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Added 2 mins ago
P
Assistant Project Manager (Construction)
PACT
Mississauga, ON
- Full-time
PACT (Pearson Accelerator Construction Team) is a General Partnership of Alberici, Amico, Kenaidan, and Obayashi, supported by design partners Egis, Mott MacDonald, and Weston Williamson +…
Added 4 mins ago
Co-Op Student - Word Press developer
City of Mississauga
Mississauga, ON
The WordPress Developer Co-op Student will support the development, maintenance, testing, and continuous improvement of the organization’s WordPress websites and digital platforms. Working…
Added 4 mins ago
NG
Normet Technical Specialist - North America
Normet Group
Sudbury, ON · Lively
- Full-time
Subject matter expert on Normet fleet, navigating through inter-related software, digital applications, document libraries, and product specific platforms
Added 4 mins ago
Director of Marketing
Moment Energy
Surrey, BC
Lead, mentor, and grow a high-performing marketing team across content, digital, and brand functions.
Added 4 mins ago
BC
Business Advisor - Northern Region
Beem Credit Union
Fort St. John, BC · Prince George, BC
- Full-time
…we’ve united to create a financial partner that offers both digital ease and people-first…
Added 4 mins ago
BP
Manager, People Systems & Automation
Bora Pharmaceuticals
Mississauga, ON
- Full-time
Partner on AI-enabled and digital HR initiatives that improve efficiency and employee experience.
Added 4 mins ago
BP
Human Resources Services Coordinator
Bora Pharmaceuticals
Mississauga, ON
- Full-time
This is a pivotal role in the Human Resources team. As the HR Services Coordinator you will be responsible for the full recruitment function and be the go-to person for all HR incoming…
Added 4 mins ago
RB
Branch Manager Advisor
Royal Bank of Canada
Centreville-Wareham-Trinity, NL · TRINITY, Newfoundland and Labrador
- Full-time
Manage a team that delivers an exceptional client experience by leading with advice and leveraging the full capability of RBC to provide appropriate solutions to meet our client needs and…
Added 4 mins ago
RB
Banking Advisor
Royal Bank of Canada
Saguenay, QC
- 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 4 mins ago
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Branch Manager
Royal Bank of Canada
Levis, QC
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 4 mins ago
RB
Banking Advisor
Royal Bank of Canada
St. John's, NL
- 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 4 mins ago
RB
CLIENT ADVISOR
Royal Bank of Canada
Thunder Bay, ON
- 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 4 mins ago
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Change Management Specialist - Contract 6-9 months
Trojan Technologies
London, ON
- Full-time
Win as a Team – Promote collaboration, empower diverse perspectives, and foster inclusion and well‑being.
Added 4 mins ago
IB
Seasonal Customer Experience Representative
Indigo Books & Music
AB · Edmonton, Alberta
- $15 to $18 CAD / hour
- Part-time
Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in…
Added 4 mins ago
HO
Digital Product Strategist
House of Commons (Canada) / Chambre des communes (Canada)
Ottawa, ON
- Full-time
…technical expertise directly support the modernization of the Digital Parliament Operations and Service excellence. The team offers exceptional opportunities for professional growth through…
Added 15 mins ago
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Business Development / Sales Specialist
Reactively
ON · Essex, ON
- Full-time
Digital PR, SEO Knowledge & Sales: Work alongside our Digital PR and SEO team to develop a concrete understanding of the industry.
Added 15 mins ago
BO
Developer/Senior Developer - Payments and Tokenization
Bank of Canada
Toronto, ON
- Temporary
We are seeking a motivated Developer to help design and deliver secure solutions across payments, tokenization, blockchain, digital assets, and distributed ledger technologies (DLT).…
Added 15 mins ago
BD
Senior Business Process Analyst
Black Diamond Group
Calgary, AB
- Full-time
Reporting to the GM, Digital Transformation, WFS, the Senior Business Process Process Analyst will be a key contributor to the successful implementation and ongoing optimization of…
Added 15 mins ago
G
Performance Media Specialist
Glassroom
Toronto, ON
- Full-time
…KPI achievements. You play a central pivotal role within the team: collaborating closely on client relationships, serving as an operational guide for junior managers and specialists, and…
Added 15 mins ago
NS
0.1 FTE Elementary Teacher - Grade 4/5/6 English Prep
Nipissing-Parry Sound Catholic District School Board
North Bay, ON
- Full-time
Demonstrated effective communication skills and the ability to work in a team environment
Added 15 mins ago
BC
Data Platform Administrator/Developer
BBA Consultants
Mont-Saint-Hilaire, QC · Mont-St-Hilaire, QC
- Full-time
…decision-making, operational optimization and developing advanced digital solutions. We’re looking for someone who’s passionate about data and known for their analytical skills, versatility…
Added 15 mins ago
NS
0.4 FTE - Elementary Teacher - Prep English-JK-Gr.3
Nipissing-Parry Sound Catholic District School Board
North Bay, ON
- Full-time
Demonstrated effective communication skills and the ability to work in a team environment
Added 18 mins ago
BC
Data Platform Administrator/Developer
BBA Consultants
Montreal, QC
- Full-time
…decision-making, operational optimization and developing advanced digital solutions. We’re looking for someone who’s passionate about data and known for their analytical skills, versatility…
Added 18 mins ago
BC
Data Platform Administrator/Developer
BBA Consultants
Boisbriand, QC
- Full-time
…decision-making, operational optimization and developing advanced digital solutions. We’re looking for someone who’s passionate about data and known for their analytical skills, versatility…
Added 18 mins ago
TO
Philanthropy Operations Associate
The Ottawa Hospital Foundation
Ottawa, ON
- $43,333 to $51,250 CAD / year
- Contract
Join our team to create a better tomorrow for all of us.

AVI-SPL Canada

Rep, Technical Support

Burnaby, BC, 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 against service level agreements, and coordinate technician dispatches, parts requests, and vendor hardware repairs. Troubleshoot and escalate issues, keep customers and internal teams updated, and use monitoring tools to identify potential problems proactively.

Requirements

Requires a high school diploma or equivalent, 1–2 years of customer service experience, strong communication and problem-solving skills, and the ability to manage changing priorities independently and collaboratively. Preferred qualifications include a related college degree, audio-visual or video-conferencing experience, hardware repair and vendor coordination experience, monitoring-tool proficiency, manufacturer certifications, and familiarity with incident management systems.

Skills

Customer Service
Technical Support
Case Management
Troubleshooting
Problem-Solving
Written and Verbal Communication
Time Management
Task Prioritization
Vendor Coordination
Hardware Repair Coordination
Incident Management
Escalation Handling
Monitoring and Proactive Support
ServiceNow
Audio-Visual Technology

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

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