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AVI-SPL · 19 hours ago

Technical Support Representative

Full-time

Onsite

Entry Level

1+ years exp

AVI-SPL is a digital enablement solutions provider that transforms how people and technology connect. They are seeking a Technical Support Representative to manage customer inquiries, coordinate solutions, and ensure exceptional customer support while adhering to service level agreements.

AudioAudio/Visual EquipmentDigital MediaProfessional ServicesSoftware

H1B Sponsor Likely

Responsibilities

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

Qualification

Customer service experienceTroubleshooting abilitiesMonitoring tools proficiencyServiceNow familiarityVendor coordinationWillingness to learnCommunication skillsTime management skillsTeam collaboration

Required

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

Willingness to learn and research technical solutions using provided resources (internal KBs, vendor guides, manufacturer forums, etc.) under supervision

Preferred

College degree in Electronics, IT, or a related field

Experience in the AV/Video Conferencing

Hands-on experience with hardware repair processes and vendor coordination

Proficiency with monitoring and analytics tools like AVI-SPL's Symphony or similar platforms

Manufacturer certifications from AV and IT vendors

Experience supporting customers across different time zones or regions

Familiarity with ServiceNow or other Incident Management Tools Zendesk, Freshdesk, Freshservice, etc

Benefits

Medical benefits, including vision and dental

Paid holidays and PTO

Enjoyable and dynamic company culture

Training and professional development opportunities

Company

AVI-SPL

Glassdoor3.7

AVI-SPL is an IT company that provides AV/UC integrator and digital solutions.

Founded in 1979

Tampa, Florida, USA

1001-5000 employees

https://avispl.com/

H1B Sponsorship

AVI-SPL has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)

2021 (1)