Customer Support Specialist

Summary

Join ecobee's Technical Support team and become the first line of support for our Smart Owners. Diagnose and solve technical and non-technical issues via phone, email, and chat, assisting with device installation and software inquiries. Provide guidance on energy conservation and help customers optimize their devices for comfort and savings. Receive comprehensive paid training during your first eight weeks. This role requires strong customer service skills, superior communication abilities, and the aptitude to learn and adapt to new technologies. The position offers flexible hours and a choice of office-based, fully remote, or hybrid work environments.

Requirements

• Strong customer service experience is a must – whether your experience is in food service, hospitality, or retail , we are looking for individuals who can solve problems with our Smart Device Owners on the spot via phone, emails, or chat!
• Superior verbal and written communication skills with the ability to communicate across various platforms; having a friendly and accessible communication style is what we’re all about!
• 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
• The aptitude and eagerness to learn and adapt to new technology, with a conceptual understanding of smarthome devices, home automation and virtual voice assistants
• You’re able to efficiently listen to and document all Smart Owner interactions on the spot
• You have a passion for customer support, love learning, and appreciate a good challenge!

Responsibilities

• As a Technical Support Specialist, you’ll be the first line of support at ecobee
• You will work with our Smart Owner to diagnose and solve technical and non-technical issues through phone, email, and chat
• We have a variety of smart home products and services and requests may be fairly technical at times
• As an example, one day you maybe be assisting a Smart Owner with installing an ecobee device, and another day might be assisting a Smart Owner with software and energy inquires
• As an advocate for energy conservation, you will also provide guidance, knowledge, and helping our Smart Owners setting up their devices to provide comfort and energy savings
• You will be provided with all the knowledge and tools required to be able to provide a memorable experience to our Smart Owners, during your first 8 weeks of paid  Training involves remote in-class and on-the-phone training to ensure you know the theory and can apply it practically!

Benefits

• Competitive salaries
• Health benefits
• A progressive Parental Top-Up Program (75% top-up or five bonus days off)
• Flexible hours
• Office-based, fully remote, or hybrid work environment