Job Description

Description:

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

The AVI-SPL Global Helpdesk Technical Support Representative (TSR) is the initial contact point for AVI-SPL customers both internal and external. This position requires excellent Customer Service organizational time management and inter-personal skills.

Day-To-Day Responsibilities:

Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions.
+ Handle and respond to inbound phone calls and email inquires
+ Maintain the TSR case load while managing other common tasks including but not limited to: Triage/root cause analysis Dispatching field technicians ordering parts/ issuing RMA's
+ Troubleshoot document and issue remediation methodologies for contracted and T&M-based clients
+ Provide client support to users in the operations and configuration of videoconferencing systems
+ Participate as needed in prescribed training curriculum
+ Follow up on open issues with escalation groups to provide feedback to customer
Other duties assigned as needed

Nice-To-Haves:

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
+ High School Diploma or equivalent is required
+ Formal education in Electronics or related field preferred
+ Minimum 1-2 years AV/Teleconferencing experience preferred
+ Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure
+ Demonstrated knowledge of AV Control systems and integrated room peripherals is desired

Why You'll Like Working Here:

Enjoyable and dynamic company culture World class tools to help you succeed in your career with AVI SPL Robust onboarding plan including job shadowing Training and professional development opportunities On-site training and other learning opportunities Paid holidays, stat days and flex days Competitive wages Medical benefits, including vision, health, dental and RRSP matching

More About Us:

At AVI-SPL Canada Ltd., we proudly boast our core values - build connections, be trailblazers, own it, do the right thing, thrive together. We rely on each other to deliver the best solution for our customers. We love what we do, and every member of our team is essential to our success.



We strive to create a work environment in which all individuals are treated fairly and with respect and have equal access to opportunities and resources.


In our commitment to building happier, more engaged, and productive workplaces, we will ensure that diversity, equality, and inclusion is at the heart of what we do.