Technical Support Representative

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:

• Ensure customers are receiving prompt, professional and efficient customer service and technical support of Unified Communication solutions.
• Proactively respond to events within Utelogy (monitoring system), cases in Service Now, inbound phone calls, and email inquiries.
• Follow up on open issues with escalation groups to provide feedback to customer.
• Schedule and coordinate preventative maintenance visits and service dispatches.
• Communicate with clients, vendors, and internal teams to ensure timely completion of tasks.
• Monitor and update cases, work orders with latest activities performed, maintain documentation, and escalate risks when necessary.
• To co-ordinate and prioritize asset information accuracy.
• Coordinate with respective partners across the region to provide support.
• Participate as needed in prescribed training curriculum.
• Other duties assigned as needed

WHAT WE’RE LOOKING FOR

Must-Haves:

• Minimum one year’s working experience or Field experience about troubleshooting AV / VTC / UCC environments.
• Communicate and interact with internal employees, customer contacts in a professional and timely manner.
• Energized self-starter capable of working and thinking independently and ensuring to meet deadlines.
• Good communication and interpersonal skills, both spoken and written English.
• Good Organizational skills in the practice of time management, scheduling, prioritizing through to-do and to-don't list, project management skills, consistent communication, multitasking, and flexibility with the ability to switch tasks while adapting to changing priorities.

Nice-To-Haves:

• College degree in Electronics, IT, or a related field.
• Experience in the AV/Video Conferencing
• Ideally knowledge and experience of working with MTR-Pro, Poly, Logi and Q-Sys - training will be provided.
• 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.

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.

This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.