Description:
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
As a Technical Support Representative (TSR), you will be the first point of contact for customer inquiries, responsible for intaking and managing service requests through ServiceNow. You’ll coordinate solutions by identifying issues, dispatching field technicians, processing parts requests, and working with vendors on hardware repairs, all while ensuring cases are managed within defined Service Level Agreements SLAs.
When necessary, you will escalate complex technical matters to the appropriate internal or external resources, ensuring timely and effective resolution. Your role will be critical in delivering exceptional customer support and maintaining high service standards.
This role is offered on a fixed-term contract until January 2028.
Day-To-Day 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.
WHAT WE’RE LOOKING FOR
Must-Haves:
-
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.
Nice-To-Haves:
-
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.
Why work for AVI-SPL (what’s in it for you)
As we have already mentioned, AVI-SPL are the global leaders when it comes to universal communications, and we make sure our work environment matches our status. The business treats all their employees as individuals and makes sure we all have definitive goals and career paths to help us maximize their ability. Along with this we also offer:
-
Private Healthcare with Irish Life
-
Dental Insurance
-
Access to Employee Assistance and Wellbeing Support
-
Mental Health Support through the above
-
Increased holiday with service
-
Access to numerous online learning resources
-
AVIXA membership for industry learning
-
Access to online retail discount platform
-
Discounted products through our recognised partners
-
Cycle to work scheme
-
Season ticket loans
-
Generous Referral scheme
So, if you are feeling undervalued, stuck in a rut or just looking at furthering your career, apply today.
Our commitment to diversity is simple: we provide connection, opportunity, and a voice to everyone, from every background. WE Thrive Together: WE appreciate the visible and invisible qualities that make you who you are. Our diversity makes us better humans and better employees and makes AVI-SPL a better business.
AVI-SPL is an Equal Opportunities Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age or disability status.
