• The AVI-SPL Global Helpdesk Technical Service 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 inter-personal skills. 

• Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions.
• Handle and respond to inbound phone calls and email inquires
• 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 RMA’s
• 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

• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Demonstrate time management skills with attention to detail
• Ability to troubleshoot basic AV and Video Teleconferencing issues

•  Experience in ServiceNow to update cases, track status, and follow SLA timelines.
•  Communicates clearly with customers and internal teams, both by phone and email.
•  Takes ownership of cases and follows through until resolution, not just handoff.
•  Coordinates next steps with dispatch, engineering, or vendors as needed.
•  Keeps notes and case history clean so anyone can step in without confusion.
•  Provides customers with clear expectations and status updates.
•  Stays organized and prioritizes workload in a shared queue environment

• High School Diploma or equivalent is required
• Formal education in Electronics or related field preferred
• Minimum 1-2 years AV/Teleconferencing experience preferred
• Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure
• Demonstrated knowledge of AV Control systems and integrated room peripherals is desired

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).