Customer Support Specialist

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!

Responsibilities

Act as first line of support at ecobee; Diagnose and solve technical and non-technical issues through phone, email, and chat; Assist Smart Owners with installing ecobee devices; Assist Smart Owners with software and energy inquiries; Act as an advocate for energy conservation; Provide guidance, knowledge, and help Smart Owners set up devices for comfort and energy savings

Requirements

Strong customer service experience; Superior verbal and written communication skills; Ability to multi-task and effectively use various tools and systems; Ability to search for and find answers independently using available knowledge and resources; Aptitude and eagerness to learn and adapt to new technology; Conceptual understanding of smart home devices, home automation and virtual voice assistants; Ability to efficiently listen to and document all Smart Owner interactions on the spot; Passion for customer support and love learning; Flexibility with availability including weekends and holidays; Completion of a background check

Nice to have

Fluency in written and spoken Spanish language

Benefits

Comprehensive benefit package including medical, dental and vision plans; Life insurance; Long-term disability; Flexible spending accounts; Health savings accounts; Accrued paid time off; Paid holidays (10 for Ontario, 11 for British Columbia); RRSP retirement benefits; 8 weeks of paid training