Customer Support Specialist (Smart Home)

Location: Toronto, Canada; fully remote within Canada. The role operates across Monday–Friday, 7:45 AM–11:30 PM ET, and Saturday–Sunday, 8:30 AM–9:30 PM ET, with weekend and holiday shifts.

Salary: $23.07 CAD per hour.

Company

hirify.global’s ecobee business develops smart home, energy-efficiency, and connected home products and services.

What you will do

• Diagnose and resolve technical and non-technical customer issues by phone, email, and chat.
• Help customers install and configure smart home devices and services.
• Guide customers in using their devices to improve comfort and energy savings.
• Search knowledge resources and use internal tools to resolve inquiries efficiently.
• Listen to, document, and manage customer interactions across multiple platforms.

Requirements

• Strong customer service experience in areas such as food service, hospitality, retail, or technical support.
• Excellent verbal and written communication skills across phone, email, and chat.
• Ability to multitask and use multiple tools and systems.
• Ability to independently find answers using available resources.
• Conceptual understanding of smart home devices, home automation, and virtual voice assistants.
• Passion for customer support and willingness to learn new technology.

Nice to have

• Fluency in written and spoken Spanish.

Culture & Benefits

• Fully remote full-time work with five shifts per week and two consecutive days off.
• Eight weeks of paid remote classroom and phone training.
• Medical, dental, and vision plans.
• Life insurance, long-term disability coverage, flexible spending and health savings accounts.
• Accrued paid time off, paid holidays, and RRSP retirement benefits.

Hiring process

• Approximately 30-minute call with Talent Acquisition.
• One-hour virtual final interview including a 50-minute experience and skills Q&A.
• Ten-minute role-playing exercise on technical customer questions; a background check is required after hiring.