[Remote] Technical Support Representative

Note: The job is a remote job and is open to candidates in USA. AVI-SPL is a digital enablement solutions provider specializing in collaboration technology solutions. The Technical Support Representative will serve as the first point of contact for customer inquiries, managing service requests, coordinating solutions, and ensuring high service standards are maintained.

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

Skills

• 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
• 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 Overview

Company H1B Sponsorship