Customer Support Specialist
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 their smart home technology and sustainable energy products. This role is part of the Technical Support team, which focuses on providing excellent customer experiences by building trust and troubleshooting ecobee products. The team helps customers optimize and restore comfort in their homes while advocating for energy conservation. They are a smart, curious, and empathetic team dedicated to customer satisfaction and are a key reason for ecobee's reputation as a leader in smart home technology. The position is fully remote, full-time, and operates 7 days a week, requiring flexibility in scheduling. The role involves supporting customers remotely and providing them with the necessary help.
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 learning, and appreciate a good challenge.
- Must complete a background check.
- Flexibility with availability and schedule based on business needs.
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 on 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.
Benefits
- Medical, dental and vision plans
- Life, long-term disability, flexible spending and health savings accounts
- Accrued paid time off
- Paid Holidays (10 for Ontario, 11 for British Columbia)
- RRSP retirement benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
