Customer Support Specialist

Top Job

Located in Woodbridge, ON

Customer Support Specialist

Company: NaviComm (A Sister Company of Navien, Inc.)
Location: Richmond Hill, Ontario
Salary: Up to $68,000 per year, depending on experience
Employment Type: Full-Time, Permanent

 

About the Company

NaviComm is an innovative smart living technology company formed through a strategic consortium of industry leaders specializing in smart home platforms, residential IoT technologies, and digital living solutions.

As part of its growth strategy, NaviComm has acquired SmartONE Solutions Inc., a leading Ontario-based smart home technology provider serving Canada's residential construction market.

 

NaviComm delivers innovative, proprietary IoT-based solutions that connect hundreds of smart homes through a dedicated network, creating a unified technology platform that enhances the living experience for residents in multi-unit residential buildings.

As the company continues to grow, NaviComm is seeking a Customer Support Specialist who is passionate about technology, customer service, and delivering exceptional support to property management teams and residents.

 

Position Overview

The Customer Support Specialist will serve as a key point of contact for property management teams and residents, providing product guidance, troubleshooting assistance, and training on NaviComm's smart home technology solutions.

This role is ideal for a customer-focused professional who enjoys problem-solving, learning new technologies, and building positive customer relationships. The successful candidate will also collaborate with internal teams to resolve technical issues, improve support processes, and enhance the overall customer experience.

 

Key Responsibilities

• Respond to customer inquiries from property management teams and residents regarding NaviComm's products and services.
• Communicate product updates, upcoming features, and implementation timelines to end users.
• Conduct virtual training sessions to educate customers on product features and functionality.
• Perform on-site product demonstrations in residential suites and customer locations, requiring approximately 25% travel.
• Deliver timely, professional, and customer-focused support across all interactions.
• Collaborate with internal teams to share customer feedback, identify recurring concerns, and recommend service improvements.
• Escalate technical issues to the appropriate internal teams and follow up to ensure timely resolution.
• Develop, maintain, and update customer training materials and support documentation.
• Coordinate with third-party call centre partners to manage repair-related inquiries.
• Monitor and analyze user data to identify trends, recurring issues, and opportunities for continuous improvement.
• Participate in an after-hours on-call support rotation, approximately 25% of the time.

 

Qualifications and Requirements

• 1–3 years of experience in a customer-facing or customer support role.
• Formal training in customer service soft skills.
• Excellent verbal and written communication skills, with strong presentation abilities.
• Strong telephone etiquette and a professional, customer-oriented approach.
• Advanced proficiency in Microsoft Office applications.
• Strong analytical, organizational, and problem-solving skills, with exceptional attention to detail.
• A proactive, self-motivated approach and the ability to work independently and collaboratively.
• Interest in technology, with a willingness to learn new products and systems.
• Experience with smart home technology, Internet of Things (IoT) products, or technical customer support is an asset.
• Bilingual proficiency in English and French is an asset.
• Valid driver's licence and access to a reliable vehicle for customer site visits. Mileage expenses will be reimbursed.

 

Compensation and Benefits

• Annual Salary: Up to $68,000 annualy, depending on experience.
• Vacation: 3 weeks per year.
• Benefits: Medical, dental, and vision coverage.
• Work Schedule: 40 hours per week, with participation in a rotating after-hours support schedule.
• Travel: Approximately 25% for on-site customer demonstrations; mileage reimbursed.

 

The Ideal Candidate

The ideal candidate is an enthusiastic, service-oriented professional who combines excellent communication skills with a natural ability to troubleshoot problems and learn new technology. They are comfortable assisting a diverse customer base, conducting product demonstrations, and collaborating with different teams to deliver effective solutions.

This is an excellent opportunity for someone looking to grow their career with an innovative technology company at the intersection of smart homes, IoT, and residential living.

 

Apply Now