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Added 16 mins ago
IC
Shipper/Receiver
ICC Compliance Center Inc
Mississauga, ON
- Full-time
…the years, we have become a leader in providing supplies and services to hazardous materials/dangerous goods shippers throughout North America and around the…
Added 16 mins ago
Customer Experience Representative - Italian Speaking
Trudell Medical Group
St. John's, NL
…provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory…
Added 31 mins ago
GP
Professional Services Consultant - Implementation Specialist
Global Payments Inc.
Toronto, ON
- Full-time
You will be a self-motivated Implementation Specialist to deliver technical services across ACTIVE’s enterprise software platforms. Services will be delivered across market segments and…
Added 43 mins ago
1H
Sales Coordinator
1 Hotels
Toronto, ON
- $56,000 to $63,000 CAD / year
- Full-time
…accurate and helpful information regarding hotel facilities and services, including hours of operation, room types and rates, packages, promotions, entertainment, dining options, and other…
Added 43 mins ago
K
Electrical Design Coordinator - Kiewit Power Engineering
Kiewit
Calgary, AB
- Full-time
…disciplines, is a multi-faceted division of Kiewit with best-in-class technical expertise focused on the EPC delivery model for power facilities. We offer a variety of engineering services,…
Added 43 mins ago
CR
Research Scientist - Safety Assessment Toxicology
Charles River Laboratories
Laval, QC
- Full-time
…leadership in standard and non-standard preclinical models, technical oversight of studies, project management, and client interaction/collaboration. Your success will ensure the smooth…
Added 46 mins ago
Electrical Design Coordinator - Kiewit Power Engineering
Kiewit
Calgary, AB
…disciplines, is a multi-faceted division of Kiewit with best-in-class technical expertise focused on the EPC delivery model for power facilities. We offer a variety of engineering services,…
Added 46 mins ago
AI
Lead Architect-Lab Planning
Architecture49 Inc.
Ottawa, ON
- Full-time
…This highly visible, client-facing leadership role combines technical expertise, project delivery, business development, mentoring, and practice leadership. The successful candidate will…
Added 46 mins ago
Medical Device Reprocessing Technician
Winnipeg Regional Health Authority
Ste. Anne, MB
…currently seeking personnel to perform a series of detailed technical duties related to decontamination, reassembly, functionality testing, sterilization and distribution of medical and/or…
Added 1 hour ago
CC
Member Service Supervisor 2
Coastal Community
Prince George, BC
- Full-time
We're a financial services co-operative with expansive reach across North Central BC, Vancouver Island, and the Gulf Islands, and we’ve got an exciting opportunity for you. Integris, a…
Added 1 hour ago
AG
Customer Support Representative
ATCO Group
Bonnyville, AB
- Full-time
As a Customer Support Representative, you’ll help manage customer and stakeholder relationships across the region. You’ll work closely with customers and internal teams to understand…
Added 1 hour ago
B
Customer service Representative
BMO
Toronto, ON
- Part-time
Supports customer requests for banking services, including handling transactions and customer inquiries.
Added 1 hour ago
Customer Experience Representative - German Speaking
Trudell Medical Group
St. John's, NL
…provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory…
Added 1 hour ago
Customer Experience Representative
Trudell Medical Group
St. John's, NL
…provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory…
Added 1 hour ago
International CAN - MPD Field Supervisor
Beyond Energy Services & Technology
Paradise, NL
…maintenance, and troubleshooting while serving as the primary on-site representative for Beyond Energy. The MPD Field Supervisor I ensures compliance with company procedures, customer…
Added 1 hour ago
AM
Project Coordinator
Aplin Martin
Calgary, AB
- Full-time
…design solutions, approval strategies, and project management services to our clients in BC, AB, and ON. We are dedicated to nurturing our employees’ growth and development and providing a…
Added 1 hour ago
IW
Senior Manager, Solution Architect
IG Wealth Management
ON · Ontario, Canada
- Full-time
…December 31, 2025. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie…
Added 1 hour ago
IW
Senior Manager, Solution Architect
IG Wealth Management
MB · Manitoba, Canada
- Full-time
…December 31, 2025. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie…
Added 1 hour ago
D
Business Development Manager, Toronto
Digicast
Toronto, ON
- Full-time
…suite of products powers major organizations across financial services, governments, professional associations and enterprise sectors. With strong growth in Toronto, the opening of our new…
Added 1 hour ago
M
Engineering Manager
Manulife
Waterloo, ON
- Full-time
Translate business, technical, and regulatory requirements into actionable engineering roadmaps and delivery plans.
Added 1 hour ago
CONTRACT - Financial Advisor, Investment & Retirement Planning - Dundas, Ontario
Scotiabank
Hamilton, ON · Dundas, ON
Certification as a Mutual Funds Representative in good standing with licensing requirements, having completed the Investment Funds in Canada or bank-recognized equivalent.
Added 2 hours ago
CO
Delivery Driver
Culligan of Canada
Peterborough, ON
- $22 CAD / hour
- Full-time
Culligan offers a full line of water treatment products for every problem. We provide the dependable service and technical expertise that has made Culligan the water solution choice for…
Added 2 hours ago
Casual Circulation Assistant (LA2)
City of Quinte West
Quinte West, ON
Department: Circulation and Technical Services
Added 2 hours ago
Casual Shelving Assistant (LA1)
City of Quinte West
Quinte West, ON
Department: Circulation and Technical Services
Added 2 hours ago
Aerostructures Intern
Westerkirk
Victoria, BC · Calgary, AB
…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…

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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