Technical Support Representative

Technical Service Representative

AVI-SPL is a provider of digital enablement solutions that changes the connection between people and technology to improve experiences, create new value, and promote the growth of companies. We are the largest provider of collaboration technology solutions, including our award-winning managed services. Our highly qualified industry experts help people work more efficiently and live better. We believe that success starts with a solid team and that an inclusive and diverse workplace drives us all forward.

As a Technical Service Representative (TSR) at AVI-SPL, you are the first point of contact for our customers who contact our Global Help Desk.

In this role, you will work closely with the help desk team to provide technical support, aiming to restore the functionality of customer systems as quickly as possible while providing excellent service.

Friendly, empathetic, and professional communication with customers in writing and by phone, as well as ensuring quick and efficient technical support for ProAV and video conferencing solutions.

Ensuring compliance with agreed Service Level Agreements (SLAs) with customers and timely processing of requests as well as careful documentation of all customer interactions.

Documentation of all steps in the ServiceNow ticketing system and processing of different support cases as well as parallel completion of general tasks, such as:

• Triage and root cause analysis.
• Coordination of field service operations.
• Ordering of spare parts and issuance of return authorizations.

Following up on open issues in collaboration with escalation groups and proactive feedback to customers, maintenance and updating of relevant certifications.

Fluent German and very good English skills in speech and writing are required.

Professional and timely communication with internal teams, customers, and colleagues.

Independent and structured working method with a high sense of responsibility.

Excellent communication and teamwork skills as well as social competence.

Ability to handle multiple tasks simultaneously and flexibly adjust priorities.

Outstanding analytical and solution-oriented thinking.

Efficient time management and high attention to detail.

Secure and indefinite employment relationship.

High visibility within the company and the opportunity to work with international colleagues on exciting projects.

A dynamic, collegial team with international exchange.

Flexible working hours and hybrid working models.

Opportunities for further education within the company, including clear career paths and development opportunities, e.g., language courses, training, and further education.

Attractive remuneration and numerous benefits: 30 days of vacation, company pension plan, supplementary health insurance, various employee discounts, corporate benefits, and job bicycle program.

AVI-SPL is an employer that promotes and supports equal opportunity.

All qualified applicants will receive consideration for employment without regard to ethnicity, race, religion, gender, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group.