Customer Support Specialist - Alberta

Ecobee; Canada; Remote; CAD 45,000 - 60,000; Full time

Job summary

Join a leading smart home technology company as a Technical Support Specialist. You'll be the first line of support, helping customers resolve issues and optimize their energy savings. Enjoy comprehensive training, competitive salaries, and a dynamic work environment with flexible schedules.

Benefits

Health Benefits

Parental Top-Up Programs

Professional Development Budget

Flexible Schedules

Remote Work Options

Qualifications

• Strong customer service experience in various fields.
• Excellent verbal and written communication skills.
• Eagerness to learn and adapt to new technology.

Responsibilities

• Diagnose and resolve technical issues via phone, email, and chat.
• Assist with device installation and energy inquiries.
• Provide guidance on device setup for energy savings.

Skills

Customer Service

Communication

Problem Solving

Adaptability

Job description

ecobee introduced the world’s first smart Wi-Fi thermostat to help millions of consumers save money, conserve energy, and bring home automation into their lives. That was just the beginning. We continue our pursuit to create technology that brings peace of mind into the home and allows people to focus on the moments that matter most. We take pride in making a meaningful difference to the environment, all while being part of the exciting, connected home revolution.

In 2021, ecobee became a subsidiary of Generac Power Systems. Generac introduced the first affordable backup generator and later created the category of automatic home standby generator. The company is committed to sustainable, cleaner energy products poised to revolutionize the 21st century electrical grid. Together, we take pride in making a meaningful difference to the environment.

Why we love to do what we do :

We’re helping build the world of tomorrow with solutions that improve everyday life while making a positive impact on the planet. Our products and services work in harmony to provide comfort, efficiency, and peace of mind for millions of homes and businesses. While we’re proud of what we’ve done so far, there’s still a lot we can do—and you can be part of it.

Join our extraordinary team.

We're a rapidly growing global tech company headquartered in Canada, in the heart of downtown Toronto, with a satellite office in Leeds, UK (and remote ecobeep employees in the US). We get to work with some of North America's and UK's leading professionals. Our colleagues are proud to bring their authentic selves to work, confident that what we do is grounded in a greater purpose. We’re always looking for curious, talented, and passionate people to join our team.

Who You'll Be Joining :

Our Technical Support team focuses on providing the best customer experience by building trust and troubleshooting ecobee products. They use their problem-solving skills to help our Smart Owners optimize and restore comfort in their homes and advocate for energy conservation to help build a sustainable future. They are a smart, curious, and empathetic team that strives to stand out from the crowd and consistently receives great reviews from our customers. We are proud of our support team, and our reputation as a leading company in smart home technology is largely attributed to their dedication.

We are committed to supporting our customers remotely and focus on providing them with the help they need.

• Full-time positions
• Individuals are assigned 5 shifts per week, with 2 consecutive days off
• Start times may range from 9:30 am MT to 1:30 pm MT

The shift details for the available position are listed below. This includes weekends and holidays as we operate 7 days a week. Flexibility with your availability is required, and your schedule will be based on business needs.

We are currently hiring individuals who reside in Alberta. If you are not in Alberta, please check our future job postings for other locations.

Apply soon! We plan to accept applications until Nov 1, 2024, but may close earlier depending on application volume.

How you’ll make an impact :

As a Technical Support Specialist, you’ll be the first line of support at ecobee. You will work with our Smart Owners to diagnose and resolve technical and non-technical issues via phone, email, and chat. Requests may vary from assisting with device installation to software and energy inquiries. As an advocate for energy conservation, you will also provide guidance on device setup to optimize comfort and energy savings.

You will receive comprehensive training during your first 8 weeks, including remote in-class and on-the-phone training to ensure you are well-prepared to support our customers.

What You'll Bring to the Table :

• Strong customer service experience, whether in food service, hospitality, retail, or other fields, with the ability to solve problems on the spot via phone, email, or chat
• Excellent verbal and written communication skills with a friendly, accessible style
• Proven ability to multi-task and use various tools and systems effectively
• Ability to independently search for answers using available resources
• Eagerness to learn and adapt to new technology, with a basic understanding of smart home devices and virtual assistants
• Ability to listen carefully and document interactions accurately
• A passion for customer support, learning, and embracing challenges

Interview Process :

• A 30-minute call with Talent Acquisition
• A final 1-hour virtual interview, including a 50-minute Q&A and a 10-minute live demonstration on a topic of your choice
• Completion of a background check if hired

Benefits and Opportunities :

• Be part of a dynamic, growing industry
• Make a sustainable impact on the environment
• Expand your career with learning opportunities and a professional development budget
• Enjoy competitive salaries, health benefits, and parental top-up programs
• Work in a fun, casual environment at our Toronto or Leeds offices, or remotely with equipment provided
• Join a diverse, inclusive workplace with mentorship and bias training

Interested? Let's make it work.

Our team members have flexible schedules and options for office, remote, or hybrid work environments. We support virtual onboarding and provide necessary equipment for remote employees.

We are committed to inclusion and welcome applicants from all backgrounds. Accommodations are available upon request throughout the hiring process.

Join us in doing incredible things. Learn more about ecobee and apply today.