Job Title

Hi, we are ecobee. ecobee introduced the worlds first smart WiFi thermostat to help millions of consumers save money, conserve energy, and bring home automation into their lives. That was just the beginning. We continue our pursuit to create technology that brings peace of mind into the home and allows people to focus on the moments that matter most. We take pride in making a meaningful difference to the environment, all while being part of the exciting, connected home revolution. In 2021, ecobee became a subsidiary of Generac Power Systems. Generac introduced the first affordable backup generator and later created the category of automatic home standby generator. The company is committed to sustainable, cleaner energy products poised to revolutionize the 21st century electrical grid. Together, we take pride in making a meaningful difference to the environment. Why we love to do what we do: Were helping build the world of tomorrow with solutions that improve everyday life while making a positive impact on the planet. Our products and services work in harmony to provide comfort, efficiency, and peace of mind for millions of homes and businesses. While were proud of what weve done so far, theres still a lot we can doand you can be part of it. Join our extraordinary team. We're a rapidly growing global tech company headquartered in Canada, in the heart of downtown Toronto, with an office in Leeds, UK, and remote ecopeeps in the US. We get to work with some of North America and UK's leading professionals. Our colleagues are proud to bring their authentic selves to work, confident that what we do is grounded in a greater purpose. Were always looking for curious, talented, and passionate people to join our team. Who You'll Be Joining Our Technical Support team has a focus on providing the best customer experience by building trust and troubleshooting ecobee products. They use their problemsolving skills to help our Smart Owners optimize and restore comfort in their homes and are advocating for energy conservation to help build a sustainable future. They are a smart, curious, and empathetic team who strive to stand out from the crowd and consistently receive great reviews from our customers as a result. We are proud of our support team, and the reputation we have as a leading company in smart home technology is in large part attributed to their dedication to our customers. We are committed to supporting our customers remotely and we focus on providing them with the help they need. Shift Details Fully remote fulltime positions Individuals are assigned 5 shifts per week, with 2 consecutive days off We operate MondaysFridays between 7:45 AM11:30 PM ET, and SaturdaysSundays between 8:30 AM9:30 PM ET This position includes an hourly rate of $23.07CAD per hour, as well as a comprehensive benefit package that includes medical, dental and vision plans; life, longterm disability, flexible spending and health savings accounts, accrued paid time off, paid holidays (10 for Ontario, 11 for British Columbia) and RRSP retirement benefits. How youll make an impact As a Technical Support Specialist, youll be the first line of support at ecobee. You will work with our Smart Owner to diagnose and solve technical and nontechnical issues through phone, email, and chat. We have a variety of smart home products and services and requests may be fairly technical at times. You may be assisting a Smart Owner with installing an ecobee device one day, 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, you will receive remote inclass and onthephone training to ensure you know the theory and can apply it practically! What Youll Bring to the Table 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 were all about! Proven ability to multitask 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 smarthome devices, home automation and virtual voice assistants. Youre 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! Bonus: Fluency in written and spoken Spanish language is an asset! Interview Process A call with a member in Talent Acquisition, around 30 minutes in length. The last step of the process is a 1hour virtual, final interview. The first 50 minutes of the interview will be a Q&A where the interviewer will ask more questions about your skillset and professional experience. The last 10 minutes will be a roleplaying exercise aimed at assessing your ability to handle customer questions about certain technical topics which we will provide ahead of time. Just so you know: The hired candidate will be required to complete a background check. Physical Demands While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 2550 pounds. Specific conditions of this job are typical of frequent and continuous computerbased work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. #J-18808-Ljbffr