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Full-Time

Customer Support Specialist

British Columbia

Posted on 9/30/2024

Ecobee

Ecobee

501-1,000 employees

Smart home devices for energy efficiency

Consumer Goods
Energy
Consumer Software

Compensation Overview

$23.07Hourly

Entry

Remote in Canada

Candidates must reside in British Columbia.

Category
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
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 smart home 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.
  • You will be assisting a Smart Owner with installing an ecobee device, and another day might be assisting a Smart Owner with software and energy inquiries.
  • As an advocate for energy conservation, you will also provide guidance, knowledge, and help our Smart Owners set 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!

Ecobee designs smart home devices that improve comfort, security, and energy efficiency. Their main products include intelligent thermostats, cameras, and sensors that can connect with other smart home systems. The SmartThermostat, their flagship product, allows users to control their home environment using voice commands through Siri and Alexa. Ecobee targets homeowners who want to enhance their living spaces with technology, particularly appealing to those who are tech-savvy and environmentally conscious. The company sells its devices directly and through retail partners, and also offers subscription services for advanced features. Ecobee has achieved significant energy savings in over one million homes, helping customers lower their energy bills while promoting eco-friendliness. Their focus on data privacy and user-friendly design sets them apart in the smart home market, with a goal of providing seamless solutions for home automation.

Company Stage

M&A

Total Funding

$104.7M

Headquarters

Toronto, Canada

Founded

2007

Simplify Jobs

Simplify's Take

What believers are saying

  • Ecobee's innovative features, like automatic thermostat adjustments during energy emergencies, highlight their commitment to enhancing grid stability and energy savings.
  • Recognition through awards like the 2023 Good Design Award for the Smart Thermostat Premium underscores Ecobee's excellence in design and functionality.
  • The company's expanding product ecosystem, including smart doorbell cameras, positions it well against major competitors like Amazon and Google.

What critics are saying

  • Competition with tech giants like Amazon and Google could limit Ecobee's market share and growth potential.
  • The integration of new features and products may face technical challenges, potentially affecting user experience and satisfaction.

What makes Ecobee unique

  • Ecobee's SmartThermostat integrates voice control via Siri and Alexa, offering a seamless user experience that stands out in the smart home market.
  • Their focus on energy efficiency and eco-friendly solutions appeals to environmentally conscious consumers, differentiating them from competitors who may not prioritize sustainability.
  • The acquisition by Generac enhances Ecobee's capabilities in energy management, leveraging home batteries and solar energy for a more comprehensive smart home solution.

Benefits

Health/Lifestyle Spending Account

75% parental leave top-up

Health benefits starting day 1

25-day paid sabbatical in year 5

$1,500 learning & development budget

Quarterly hackathons

Volunteer Days

Flexible hours & work from home

Your own Ecobee device

INACTIVE