Technical Support Representative

Hi! We’re ecobee.
We are pioneers and innovators in the fast-emerging Connected Home and Internet of Things industries. ecobee products are beautifully designed and incredibly smart. They connect to the Internet and help automate your home all the while saving energy and money. We’re headquartered in Toronto, and play on an international scale. We’re growing. In fact, we’re growing really fast. And, we’re looking for great people to join our hive.
Who Are You?
You’ll be a part of our Customer Support Group, which is focused on providing top-notch service for our ecobee suite of products. You and the rest of the Customer Support team are responsible for providing the best possible customer experience by troubleshooting and solving all kinds of technical and non-technical inquiries!
As a key member of our Customer Support team, you will respond to user issues and inquiries over the phone and by email. You understand that the happiness of our customers is paramount, and can’t wait to come to ecobee every day with a great work ethic and a get-it-done attitude.
Still interested? Read on!
What Will You do?
  • Be the first point of contact for ecobee customers by phone and e-mail (Zendesk)
  • Provide assistance to ecobee customers in resolving technical/non technical inquires, installation, operational and hardware issues
  • Support a wide range of customers, including end users of our products, HVAC professionals, distribution partners, OEM partners and utility customers
  • Act as a key contributor to the Customer Support Team while making an meaningful impact to the success and growth of our business
  • Be committed to superior customer service to both internal and external customers
  • Interest candidates must be able to work flexible shifts, including weekends and holidays (our Customer Support office is open 8AM-10PM)
What Type of Experience Do You Have?
  • Superior verbal and written communication skills: friendly and accessible communication style is what we’re all about!
  • 3+ years of Help Desk experience, working in a technical role supporting Internet of Things technologies such as HomeKit, WINK, SmartThings, IFTTT and other API integrations
  • Solid grasp of Wireless/Wi-Fi troubleshooting methodologies
  • An understanding of HVAC controls, control wiring, and HVAC terminology would be an asset
  • Hugely customer service-focused, able to problem solve with our customers via phone and email
  • Proficient keyboard skills with the ability to document in detail the customer interaction
  • High computer literacy, specifically in Windows OS, MS Office and the ability to learn new programs quickly
Are you the one we’re looking for?  If so, we would love to hear from you!

ecobee is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process.

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