AVI-SPL · 21 hours ago
Technical Support Representative
United States
Full-time
Remote
Entry Level
$21.64/hr - $26.44/hr
1+ years expAVI-SPL is a digital enablement solutions provider who transforms how people and technology connect. As a Technical Support Representative, you will be the first point of contact for customer inquiries, managing service requests and coordinating solutions while ensuring exceptional customer support and adherence to service standards.
AudioAudio/Visual EquipmentDigital MediaProfessional ServicesSoftware
Responsibilities
Ensure customers are receiving prompt, professional and efficient customer service and technical support of Unified Communication solutions
Proactively respond to events within Utelogy (monitoring system), cases in Service Now, inbound phone calls, and email inquiries
Follow up on open issues with escalation groups to provide feedback to customer
Schedule and coordinate preventative maintenance visits and service dispatches
Communicate with clients, vendors, and internal teams to ensure timely completion of tasks
Monitor and update cases, work orders with latest activities performed, maintain documentation, and escalate risks when necessary
To co-ordinate and prioritize asset information accuracy
Coordinate with respective partners across the region to provide support
Participate as needed in prescribed training curriculum
Other duties assigned as needed
Qualification
Required
Minimum one year's working experience or Field experience about troubleshooting AV / VTC / UCC environments
Communicate and interact with internal employees, customer contacts in a professional and timely manner
Energized self-starter capable of working and thinking independently and ensuring to meet deadlines
Good communication and interpersonal skills, both spoken and written English
Good Organizational skills in the practice of time management, scheduling, prioritizing through to-do and to-don't list, project management skills, consistent communication, multitasking, and flexibility with the ability to switch tasks while adapting to changing priorities
Preferred
College degree in Electronics, IT, or a related field
Experience in the AV/Video Conferencing
Ideally knowledge and experience of working with MTR-Pro, Poly, Logi and Q-Sys - training will be provided
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
AVI-SPL is an IT company that provides AV/UC integrator and digital solutions.
1001-5000 employees
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)
Funding
Current Stage
Late StageTotal Funding
unknown2025-06-25Acquired
2016-01-01Private Equity
Leadership Team
John Zettel
Chief Executive Officer
Chad Gillenwater
Founder & Executive Vice-Chairman
Recent News
2025-10-21
2025-08-17
2025-08-16
Company data provided by crunchbase