Rep, Technical Support

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 Service Now. 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 escalates 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.

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.

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 Service Now. 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 escalates 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.

• 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.

• 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.
• Willingne…