Customer Support Specialist

Generac Power Systems•Vancouver, BC

3d•Remote

About The Position

ecobee, now a subsidiary of Generac Power Systems, is a company focused on creating technology that brings peace of mind into the home and allows people to focus on the moments that matter most. They are committed to making a meaningful difference to the environment through sustainable, cleaner energy products. This role is within the Technical Support team, which focuses on providing the best customer experience by building trust and troubleshooting ecobee products. The team uses problem-solving skills to help customers optimize and restore comfort in their homes and advocates for energy conservation. The available position is a fully remote, full-time role with flexible availability required due to being a 7-day-a-week operation. The role involves supporting customers remotely and providing them with the help they need.

Requirements

Strong customer service experience (food service, hospitality, or retail experience is acceptable).
Ability to solve problems with Smart Device Owners on the spot via phone, emails, or chat.
Superior verbal and written communication skills.
Ability to communicate across various platforms with a friendly and accessible communication style.
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.
Conceptual understanding of smarthome 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, love of learning, and appreciation for a good challenge.
Must complete a background check.
Regularly required to talk and hear; and use hands to manipulate objects or controls.
Regularly required to stand and walk.
On occasion may be required to stoop, bend or reach above the shoulders.
Must occasionally lift up to 25 - 50 pounds.
Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus.

Nice To Haves

Fluency in written and spoken Spanish language is an asset.

Responsibilities

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.
Provide guidance, knowledge, and assistance to Smart Owners setting up their devices for comfort and energy savings.
Provide a memorable experience to Smart Owners.
Listen to and document all Smart Owner interactions on the spot.