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Added 14 mins ago
R
Inside Sales Representative
REXEL
Timmins, ON
- Full-time
As the Inside Sales Representative based in Timmins, ON you will build relationships with our customers by assisting with any product inquiries, maintaining the customer database and…
Added 28 mins ago
Executive Director, Clean Energy
The Government of Nova Scotia
HALIFAX, NS
To be considered for this opportunity, you have a bachelor’s degree in a related field (such as science, energy systems, engineering, or business and administration) and substantial (10+…
Added 28 mins ago
DC
Technical Specialist, Project Management
Defence Construction Canada
Ottawa, ON
- Full-time
We have an exciting opportunity in the National Service Region (NSR)!
Added 28 mins ago
FP
Charter Sales Representative
Fly Pronto
London, ON
- Full-time
Role Description The Charter Sales Representative is a full-time, on-site role based in London, ON. This role is responsible for managing charter inquiries, preparing quotes, and converting…
Added 28 mins ago
CC
Sales Representative - Uniform
Cintas Canada
Hamilton, ON
- Full-time
That is why we are seeking a goal-oriented, motivated, and energetic Sales Representative to join our growing Outside Sales team. This role provides our customers with solutions to their…
Added 29 mins ago
C&
Facility Coordinator
Cushman & Wakefield
Mississauga, ON
- Full-time
The Facilities Coordinator provides assistance to the facility management team to ensure successful service delivery of the client facility needs. Directly supports the facility management…
Added 59 mins ago
Francophone Workforce Development Officer/Agent(e) de développement de la main-d'œuvre, Bilingue
The Government of Nova Scotia
Halifax, NS
Notre objectif est d'avoir une main-d'œuvre diversifiée représentative de la population que nous servons, et ce, à tous les niveaux d'emploi. Le gouvernement de la Nouvelle-Écosse a adopté…
Added 1 hour ago
A
Human Resources Generalist
Altis
Woodbridge, ON
- $70,000 to $75,000 CAD / year
- Full-time
Experience working in a distribution, manufacturing, warehouse, field service or similar industrial environment.
Added 1 hour ago
A
Senior Sales Representative, HRO, Human Resources Outsourcing, Mid-Market Accounts
ADP
Burnaby, BC
- Full-time
ADP is hiring a Senior Sales Representative, HRO, Human Resources Outsourcing, Major Accounts
Added 1 hour ago
GO
Worker Advisor
Government of Manitoba
Winnipeg, MB
- Full-time
The Manitoba government recognizes the importance of building an exemplary public service reflective of the citizens it serves, where diverse abilities, backgrounds, cultures, identities,…
Added 1 hour ago
BG
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Saskatoon, SK
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Added 2 hours ago
A
Inside Sales Representative-Small Business Solutions (Hybrid)
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Mississauga, ON
- $63,500 to $113,500 CAD / year
- Full-time
ADP is hiring an Inside Sales Representative (Small Business Solutions)
Added 2 hours ago
GO
Land Stewardship Manager
Government of Manitoba
Winnipeg, MB
- Full-time
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Added 4 hours ago
HC
Hallmark Merchandiser, Long Lac & Geraldton, ON, P0T 2A0
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- Part-time
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Added 4 hours ago
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- Full-time
Stay on top of financial services industry news, market trends and best practices in your field.
Added 7 hours ago
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Added 8 hours ago
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Added 9 hours ago
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Added 9 hours ago
Land Stewardship Manager
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Winnipeg, MB
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The Manitoba government recognizes the importance of building an exemplary public service reflective of the citizens it serves, where diverse abilities, backgrounds, cultures, identities,…
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The Manitoba government recognizes the importance of building an exemplary public service reflective of the citizens it serves, where diverse abilities, backgrounds, cultures, identities,…
Added 9 hours ago
D
Senior Advisor, Client Relations, Group Retirement Savings
Desjardins
Levis, QC · Montreal, QC · Complexe Desjardins Montréal
- Full-time
Driving results by promoting solutions and service offerings in line with the business unit’s objectives and strategies
Added 9 hours ago
D
Personal Finance Advisor
Desjardins
Caisse Desjardins Pierre-Le Gardeur
- Full-time
Manage business relationships, assess member/client satisfaction and service quality, follow up and identify areas for improvement
Added 9 hours ago
D
Wealth Management Advisor
Desjardins
Saint-Jérôme, QC · Caisse Desjardins de la Rivière-du-Nord
- Full-time
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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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