Customer Support Specialist

Summary

Join ecobee's Technical Support team and become the first line of support for our Smart Owners. You will diagnose and solve technical and non-technical issues via phone, email, and chat, providing exceptional customer service. This role requires strong communication skills, multitasking abilities, and a passion for learning. You will receive comprehensive paid training and have the opportunity to work in a flexible, remote, hybrid, or office-based environment. ecobee offers competitive salaries, health benefits, a progressive Parental Top-Up Program, and opportunities for professional development. We are committed to creating a sustainable impact and fostering a diverse and inclusive workplace.

Requirements

• Strong customer service experience
• Superior verbal and written communication skills
• Proven ability to multi-task and effectively use various tools and systems to resolve customer inquiries
• Ability to search for and find answers independently, using available knowledge and resources
• Aptitude and eagerness to learn and adapt to new technology, with a conceptual understanding of smart home devices, home automation, and virtual voice assistants
• Passion for customer support, love of learning, and appreciation for a good challenge

Responsibilities

• Work with Smart Owners to diagnose and solve technical and non-technical issues through phone, email, and chat
• Assist Smart Owners with installing ecobee devices and addressing software and energy inquiries
• Provide guidance and knowledge to Smart Owners on setting up devices for comfort and energy savings
• Efficiently listen to and document all Smart Owner interactions

Benefits

• Competitive salaries
• Health benefits
• Progressive Parental Top-Up Program (75% top-up or five bonus days off)
• Flexible hours
• Option of office-based, fully remote, or hybrid work environment
• In-house learning enablement team and generous professional learning budget