Technical Support Representative

The Technical Support Representative is the initial contact point for AVI-SPL customers, requiring excellent Customer Service, organizational, time management, and inter-personal skills.

Requirements

• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Demonstrate time management skills with attention to detail
• Ability to troubleshoot basic AV and Video Teleconferencing issues
• Experience in ServiceNow to update cases, track status, and follow SLA timelines.
• Communicates clearly with customers and internal teams, both by phone and email.
• Takes ownership of cases and follows through until resolution, not just handoff.
• Coordinates next steps with dispatch, engineering, or vendors as needed.
• Keeps notes and case history clean so anyone can step in without confusion.
• Provides customers with clear expectations and status updates.
• Stays organized and prioritizes workload in a shared queue environment

Benefits

• Life insurance
• Retirement plan
• Paid time off
• Health insurance