{"id":2040894,"url":"https://alion.io/job/avi-spl-rep-technical-support-2","title":"Rep, Technical Support","company":{"id":2113438,"name":"AVI-SPL","domain":"avispl.com","url":"https://alion.io/company/avispl","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Calgary, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":54000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":25},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false},{"name":"Freshdesk","optional":true},{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-10-07T17:51:27Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-07T23:29:01Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Responsibilities\nWHO WE ARE\nAVI-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.\nOur 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.\nWHAT YOU’LL DO\nAs 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.\nWhen 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.\nDay-To-Day Responsibilities:\nCase Management: Monitor, prioritize, and manage customer requests to meet or exceed SLAs. This will include dispatching field technicians, and processing parts requests where needed.\nFollow-Ups: Communicate regularly with customers and internal teams to provide updates and ensure open cases are resolved effectively.\nVendor Management: Oversee hardware repair coordination, including Return Merchandise Authorizations (RMAs), obtain and evaluate quotes, ensure accurate pricing, compatibility and lead times where applicable.\nTroubleshooting: Coordinate solutions by identifying and troubleshooting issues.\nCollaboration: Work with internal teams, including escalation groups, to resolve customer challenges and ensure satisfaction.\nEscalation Handling: Highlight complex technical issues to appropriate internal or external resources for advanced troubleshooting and resolution.\nMonitoring & Proactive Support: Utilize monitoring tools like AVI-SPL’s Symphony to proactively identify and address customer environment issues.\nTraining & Development Participate in ongoing training programs to stay up to date on AVI-SPL products, services, and emerging AV technologies.\nPerform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.\nWHAT WE’RE LOOKING FOR\nMust-Haves:\nHigh school diploma or equivalent.\n1-2 years of customer service experience.\nStrong written and verbal communication skills.\nExcellent problem-solving and troubleshooting abilities, with a structured approach to resolving issues.\nTime management skills to handle multiple priorities effectively.\nExcellent capability to switch tasks while adapting to changing priorities.\nAbility to work both independently and as part of a collaborative team.\nWillingness to learn and research technical solutions using provided resources (internal KBs, vendor guides, manufacturer forums, etc.) under supervision.\nNice-To-Haves:\nCollege degree in Electronics, IT, or a related field.\nExperience in the AV/Video Conferencing\nHands-on experience with hardware repair processes and vendor coordination.\nProficiency with monitoring and analytics tools like AVI-SPL’s Symphony or similar platforms.\nManufacturer certifications from AV and IT vendors\nExperience supporting customers across different time zones or regions.\nFamiliarity with ServiceNow or other Incident Management Tools Zendesk, Freshdesk, Freshservice, etc.\nCOMPENSATION\nPay Type\nMin Base\nMax Base\nSalary\nCAD $50,000.00\nCAD $80,000.00\nActual compensation will be determined based on factors including skills, experience, qualifications, and location.\nWHY YOU’LL LIKE WORKING HERE\nMedical benefits, including vision and dental\nPaid holidays and PTO\nEnjoyable and dynamic company culture\nTraining and professional development opportunities\nMORE ABOUT US\nAVI-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.\nAVI-SPL reserves the right to alter work hours and work location as necessary. 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