Customer Support Specialist - Ontario Toronto, Canada

ecobee, Inc.; Toronto; Hybrid; CAD 50,000 - 60,000; Full time

Job summary

A leading smart home technology company in Toronto is looking for a Technical Support Specialist to assist customers with product issues and promote energy conservation. You'll troubleshoot via phone, email, and chat, working closely with Smart Owners to ensure optimal use of our products. Strong customer service experience and excellent communication skills are essential for this full-time position. Flexible working hours apply.

Benefits

Competitive salaries

Health benefits

Professional development budget

Flexibility in work arrangements

Inclusive workplace culture

Qualifications

• Strong customer service experience in various fields.
• Excellent verbal and written communication skills.
• Ability to independently search for answers.
• Eagerness to learn about smart home devices.

Responsibilities

• Diagnose and resolve technical and non-technical issues.
• Assist with device installation and inquiries.
• Advocate for energy conservation with Smart Owners.

Skills

Customer service experience

Excellent communication skills

Ability to multi-task

Adaptability to new technology

Passion for customer support

Fluency in Spanish

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 ecobees in the US). We get to work with some of North America 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 who strive to stand out from the crowd and consistently receive great reviews from our customers. We are proud of our support team, and the reputation we have 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.

The shift details for the available position are listed below. This includes weekends and holidays as we operate 7 days a week. You’ll need to be flexible with your availability, and your schedule will be based on business needs.

• Full-time positions
• Individuals are assigned 5 shifts per week, with 2 consecutive days off
• Operations run Monday-Friday between 8 : 00am-12 : 00am ET, and Saturday-Sunday between 9 : 00am-9 : 00pm ET

Like what you see? Apply soon! We plan to accept applications until August 15, 2025, 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 be technical at times, such as assisting with device installation or software and energy inquiries. As an advocate for energy conservation, you will also guide and help our Smart Owners set up their devices to ensure 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 know the theory and can apply it practically!

What You'll Bring to the Table :

Strong customer service experience—whether in food service, hospitality, retail, or other fields—solving 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 knowledge and resources

Eagerness to learn and adapt to new technology, with a basic understanding of smart home devices, home automation, and virtual voice assistants

Ability to listen carefully and document interactions accurately

A passion for customer support, learning, and embracing challenges

Bonus : Fluency in written and spoken Spanish

Interview Process :

A 30-minute call with Talent Acquisition

A final 1-hour virtual interview, including :

50-minute Q&A about your skills and experience

10-minute role-playing exercise to assess handling customer questions

Background check required for hired candidates

With ecobee, you’ll have the opportunity to :

Be part of something big : Work in a dynamic, growing industry

Make a difference for the environment : Contribute to sustainability programs like ecobeeacts

Expand your career : Access in-house learning and a professional development budget

Put people first : Enjoy competitive salaries, health benefits, and parental leave programs

Enjoy a positive culture : Join a fun, casual workplace at Queens Quay W & York St., or work remotely with provided equipment

Celebrate diversity : Be part of an inclusive workplace with mentorship and bias training

Interested? Let’s make it work :

Our flexible schedules support remote, hybrid, or office-based work. New remote team members will receive all necessary equipment, and onboarding is primarily virtual.

We’re committed to inclusion and accommodation :

ecobee values diversity and welcomes applicants from all backgrounds. Accommodations are available upon request for the interview process. Our recruitment team is happy to assist with questions about virtual interviews, onboarding, or work arrangements.

We’re up to incredible things. Join us!

Please note, ecobee does not accept unsolicited resumes.

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