Audio-Visual Technical Support Specialist – Service Department

Audio-Visual Technical Support Specialist – Service Department

Join the ADI Pro Team

Do you enjoy troubleshooting technology, solving problems, and helping customers get back up and running?

ADI Pro is looking for an Audio-AV Technical Support Specialist to join our Service Department in Boucherville.

This is a hands-on role combining technical troubleshooting, customer support, RMA management, minor product repairs, replacement parts, and inventory coordination. You’ll become an important point of contact for customers who need technical assistance and after-sales support.

Why You’ll Love Working Here

You’ll work hands‑on with professional audio, video, broadcast, streaming, and content creation products from internationally recognized manufacturers.

You’ll continuously expand your technical knowledge, solve a range of challenges day‑to‑day, and work directly with both our customers and our internal team.

We value people who are curious, organized, resourceful, and genuinely enjoy figuring out how things work.

Who We’re Looking For

You’re the type of person who likes figuring out why something isn’t working—and finding the solution
.

You’re patient when helping someone troubleshoot an issue, comfortable asking the right questions, and able to explain technical information without making it unnecessarily complicated.

You’re also organized. You understand that excellent technical support isn’t just about fixing a problem; it’s about following through, documenting what happened, keeping the customer informed, and making sure nothing falls through the cracks.

We’re looking for someone with at least 1–2 years of relevant experience in technical support, professional AV/audio, electronics, customer service, repair/service operations, or a related technical environment.

What You’ll Be Doing

• Provide technical support and troubleshooting to customers through the ticketing system, Zendesk and email.
• Manage incoming support tickets and ensure customers receive clear, timely follow‑ups.
• Receive, inspect, test and document defective products with approved RMA numbers.
• Perform minor on‑site diagnostics and repairs when appropriate (ie: woofer, tweeter, amp module, capsule, PCB; non‑component level)
• Coordinate RMA cases and keep customers informed throughout the service process.
• Process replacement‑part orders and ensure parts are shipped promptly.
• Maintain replacement parts and service inventory, conduct regular inventory counts, and reorder stock as required.
• Manage and update customer/service information within our ticketing and Word Press‑based CRM systems.
• Maintain accurate service records and documentation.
• Collaborate with our Sales and Service teams to resolve customer issues efficiently.

What You’ll Bring

• Strong troubleshooting and problem‑solving abilities.
• General knowledge of professional audio and/or audiovisual equipment.
• Excellent written and verbal communication skills in French and English
  .
• Strong organizational skills and attention to detail.
• Ability to manage multiple tickets and priorities simultaneously.
• Comfortable working with computers, web‑based platforms and CRM/ticketing systems.
• Ability to work independently while collaborating with the team.

Experience with the following is considered an asset:

• Word Press‑based CRM/customer account management
• RMA processing
• Electronics troubleshooting or minor equipment repair
• Parts and inventory management

You don’t need to know every product we carry on day one. We’re looking for someone with a solid technical foundation, curiosity, and the ability to learn.

What We Offer

• Competitive salary based on experience and technical expertise.
• Hands‑on experience with professional technologies from world‑renowned manufacturers.
• Ongoing manufacturer training and professional development.
• Opportunities to expand your knowledge across audio, video, broadcast, streaming, and content creation technologies.
• Career growth opportunities within a growing Canadian distributor.
• A collaborative and innovative work environment where your expertise and ideas are valued.