Rep, Technical Support

Job Summary

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 interpersonal skills.

Essential Duties and 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 inquiries.
• 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 RMAs.
• 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

Other duties assigned as needed.

Skills and Abilities

Excellent structured problem‑solving skills.

Education and / or Experience

Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter‑office conversations and computers / printers).

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Direct Reports

None

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