ఉద్యోగ వివరణ

About ecobee and Our Mission

ecobee pioneered the smart Wi-Fi thermostat, empowering millions to conserve energy, reduce costs, and enhance home automation. Our commitment extends to developing technologies that bring comfort and peace of mind to homes, while positively impacting the environment. Since becoming a part of Generac Power Systems in 2021, we embrace Generac's vision of sustainable, cleaner energy solutions that transform the modern electrical grid. Together, we strive to shape a more sustainable future through innovative connected home technologies.

Join Our Team

Headquartered in downtown Toronto with offices in Leeds, UK, and remote team members across the US, ecobee is growing rapidly as a global tech leader. We pride ourselves on a culture where individuals bring their true selves to work and contribute to meaningful advancements in smart home technology.

About the Role

The Technical Support team focuses on delivering outstanding customer experiences by supporting ecobee products. As a Customer Support Specialist, you will troubleshoot and assist Smart Owners with their devices via phone, email, and chat, helping them optimize comfort and energy efficiency. Your work not only addresses technical challenges but also promotes energy conservation for a sustainable future.

Work Schedule and Benefits

This is a remote, full-time position.
You will be scheduled for 5 shifts weekly with 2 consecutive days off.
Our operation runs Monday to Friday from 7:45 AM to 11:30 PM ET, and weekends from 8:30 AM to 9:30 PM ET, including holidays, necessitating schedule flexibility.
The role offers an hourly wage of 23 CAD, complemented by a benefits package featuring medical, dental, vision plans, life and long-term disability insurance, flexible spending and health savings accounts, paid time off, paid holidays (10 for Ontario, 11 for British Columbia), and RRSP retirement options.

Training

You will receive eight weeks of paid training blending remote classroom instruction and on-the-phone practice to gain both theoretical knowledge and practical skills necessary for success.

Responsibilities

Serve as a first point of contact assisting Smart Owners to diagnose and resolve technical and non-technical issues related to ecobee's smart home products.
Provide support across multiple communication channels including phone, email, and chat.
Help customers with device installation, software inquiries, and energy usage optimization.
Advocate for energy conservation by guiding customers in settings that enhance comfort and reduce energy consumption.
Document all customer interactions accurately and promptly.

Qualifications

Demonstrated experience in customer service, with problem-solving skills applicable to varied industries such as food service, retail, or hospitality.
Excellent verbal and written communication abilities with a friendly and approachable style.
Capable of managing multiple tasks and utilizing various tools to address customer inquiries efficiently.
Self-sufficient in researching solutions using provided knowledge bases and resources.
Enthusiastic about learning new technologies and familiar with smart home devices, automation, and voice assistants.
Strong listening skills and ability to accurately capture customer interactions in real time.
Passionate about delivering outstanding customer support and ready to embrace challenges.
Spanish fluency, both written and spoken, is advantageous.

Application Process

Initial telephone interview of approximately 30 minutes with Talent Acquisition.
Final virtual interview lasting one hour, including skill and experience Q&A and a role-playing exercise focused on handling technical customer queries.
Completion of a background check will be required for the selected candidate.

Equal Opportunity Statement

We value diversity and provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, national origin, disability, veteran status, or other protected characteristics.

Customer Support Specialist