Technical Support Specialist - Edmonton

ecobee, Remote in Canada

See jobs at ecobee

Hi, we are ecobee. 

ecobee introduced the world’s first smart Wi-Fi 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, all while being part of the exciting, connected home revolution. 

Why we love to do what we do: 

We’re 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 we’re proud of what we’ve done so far, there’s still a lot we can do—and you can be part of it.  

Join our extraordinary team. 

We're a rapidly growing global tech company headquartered in the heart of downtown Toronto with offices in Toronto, Canada and 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. We’re always looking for curious, talented, and passionate people to join our team.

Who You'll Be Joining

Our Technical Support team focus on providing the best possible customer experience through troubleshooting and solving all kinds of inquiries. 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. We are open Monday-Friday, 6:00am-10:00pm MT, and Saturday-Sunday, 7:00am-7:00pm MT, including weekends and holidays.

How you’ll make an impact:  

As a Technical Support Specialist, you’ll be our first line of support at ecobee and work directly with our customers to solve their issues, inquiries and assistance-requests through phone, email, or chat. We have a variety of smart home products as well as service and requests can become fairly technical at times. You will, however, be provided with all the training, tools, and knowledge on these various areas of expertise in order to be able to provide support to our customers.

Technical Support Specialist are a huge benefit to ecobee as they enable our users and installers to take full advantage of our smart devices and services. If you have a passion for customer support, love learning, and appreciate a good challenge, this role might be just what you're looking for!

What You'll 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 problem solve with our customers on the spot via phone, emails, or chat!
  • Superior verbal and written communication skills; having a friendly and accessible communication style is what we’re all about!
  • Ability to approach problems with empathy, remain calm, adapt to change, and showcase strong troubleshooting abilities.
  • The aptitude and eagerness to learn and adapt to new technology.
  • Proficient multitasking skills: you’re able to listen to and document all our customer interactions in real time. 
  • Nice to have, but not required: An understanding of smart home technology and/or the Internet of Things would be considered an asset! If these aren’t something you’re familiar with, no worries - we provide all the training and resources for our employees to succeed in this role!

Interview Process:   

  • A 30-minute phone/video call with a member in Talent Acquisition 
  • A 1-hour final virtual interview and presentation. You will be asked to prepare a 10–15-minute live demo on a topic of your choosing, followed by a Q&A. Expect situational and behavioral questions!

With ecobee, you’ll have the opportunity to: 

  • Be part of something big: Get to work in a fresh, dynamic, and ever-growing industry.  
  • Make an environmental difference: Make a sustainable impact while on your daily job, and after it through programs like ecobee acts. 
  • Expand your career: Learn with our in-house learning enablement team, grow with our quarterly hackathons, and enjoy our generous professional learning budget. 
  • Put people first: Benefit from competitive salaries, health benefits, and a progressive Parental Top-Up Program (75% top-up or five bonus days off). 
  • Play a part on an exceptional culture: Enjoy a fun and casual workplace with an open concept office, located at Corus Quay. ecobee Leeds is based at our riverside office on the Calls. 
  • Celebrate diversity: Be part of a truly welcoming workplace. We offer a mentorship program and bias training.  

Are you interested? Let's make it work. 

Our people are empowered to take ownership of their schedules with workflows that allow for flexible hours. Based on your job, you have an option of office, hybrid or fully remote work. It is our top priority to keep employees safe. As we continue to take measures to keep employees safe in our offices, we have adopted a mandatory vaccine policy to be present in the physical Toronto office or other ecobee sponsored events in Ontario as of November 1, 2021. As such, to be in our office, it is required to acknowledge a formal attestation and submit accompanying proof of vaccination status. For the foreseeable future, we will be conducting our interviews and onboarding sessions through video. New team members will also be starting remotely, with all necessary equipment provided and shipped to them.  

Ontario Only: At ecobee, it is our top priority to keep employees safe. As we continue to take measures to keep employees safe in our offices, we have adopted a mandatory vaccine policy to be present in the physical Toronto office or other ecobee sponsored events in Ontario as of November 1, 2021. As such, to be in our office, it is required to acknowledge a formal attestation and submit accompanying proof of vaccination status. 

We’re committed to inclusion and accommodation. 

ecobee believes that openness and diversity make us better. We welcome applicants from all backgrounds to apply regardless of race, gender, age, religion, identity, or any other aspect which makes them unique. Accommodations can be made upon request for candidates taking part in all aspects of the selection process. Our recruitment team is happy to answer any questions candidates may have about virtual interviewing, onboarding, and future work locations.  

We’re up to incredible things. Come and be part of them. 

Discover our products and services and learn more about who we are.  

Ready to join ecobee? View current openings. 

Please note, ecobee does not accept unsolicited resumes.  

About ecobee

Why ecobee was born Before founding ecobee in 2007, Stuart Lombard was on a mission to reduce his family’s carbon footprint and save money. He found a lot of ways to conserve energy but most were complex and costly. However, he discovered that heating and cooling made up the majority of his home energy use. So, he tried a programmable thermostat. It turned out to be really complicated, even for someone with an engineering degree. And, unreliable. When Stuart and his family came home one winter day to find their house freezing, they'd had enough. He knew there had to be a better way and decided to build his own thermostat. A truly smart thermostat, that was easy to install, smart enough to deliver comfort, conserving energy and pay for itself in energy savings. That day, ecobee was born. We're on a mission We are focused on creating smarter wi-fi thermostats that are beautifully designed, easy to use, provide comfort and savings for families and are good for our planet.

Want to learn more about ecobee? Visit ecobee's website.