About SmartCocoon
At SmartCocoon, we believe every room in your home should feel just right. Founded in 2016, we created the SmartCocoon booster fan to solve uneven temperatures in homes, helping customers improve comfort while reducing energy waste.
We're a growing Canadian smart home company with over 25,000 customers. Our products are sold through Amazon, Best Buy, Walmart, Home Depot, RONA, and HVAC professionals across North America.
We're looking for someone who enjoys solving technical problems and delivering an exceptional customer experience.
About the Role
We're looking for a Technical Customer Support Representative to become an expert on our products and help customers troubleshoot installation, Wi-Fi connectivity, thermostat integration, and app related issues. You'll receive hands-on product training to help you ramp up quickly, no prior HVAC or IT experience is required to start.
This is a part time hybrid position averaging approximately 3-5 hours per day, depending on the workload. The schedule includes a morning and an evening shift, approximately 9-12 hours apart, coordinated with other support team agents.
The role is primarily remote, with occasional in person days in Concord (typically a few days per month) to assist with shipping when needed. There is potential for this position to grow into a full time role.
This role reports to the Marketing and Customer Service Manager.
What You'll Do
- Respond to customer inquiries by email and other support channels
- Troubleshoot installation, connectivity, app, and HVAC related issues
- Guide customers through technical solutions in a clear and friendly way
- Process returns, exchanges, and order updates
- Generate shipping labels
- Occasionally assist with packing shipments in Concord
- Maintain accurate customer records and spreadsheets
- Identify recurring issues and help improve support documentation
What We're Looking For
- 1 to 2 years of customer support or technical support experience, or equivalent
- Excellent written and verbal communication skills in English
- Strong troubleshooting and problem solving abilities
- Comfortable explaining technical concepts to non technical customers
- Highly organised with strong attention to detail
- Able to work independently in a remote environment
- Based in or near GTA and available for occasional in person work
- Available to work split morning and evening shifts
Nice to Have
- French language skills
- Experience with HVAC and IT
- Experience with Shopify
What We Offer
- $19 to $21.50 per hour
- Flexible part time hours
- Opportunity to grow into a full time position
- Product training and ongoing learning
- A supportive small team where your ideas matter
SmartCocoon is an equal opportunity employer. We welcome applications from all qualified candidates and are committed to providing accommodations upon request throughout the recruitment process.
Pay: $19.00-$21.50 per hour
Benefits:
- Casual dress
- Flexible schedule
- Work from home
Ability to commute/relocate:
- Concord, ON: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Tell us about a problem you've helped a customer solve. What was the issue, and how did you approach it?
- Please share your weekly availability. For example:
Monday: Available all day
Tuesday: Available in the morning
Wednesday: Not available
Work Location: Hybrid remote in Concord, ON
