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Mysa

Customer Experience Installation Specialist

Fully Remote Customer Support
Added
15 days ago
Location
Type
Full time
Salary
Not Specified

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Related skills

line voltage thermostats high-voltage wiring electrical safety hvac wiring diagrams

At Mysa, we’re passionate about making it simple for people to save energy without sacrificing comfort. We’ve built a people-first culture that values flexibility, collaboration, and doing meaningful work that makes a real environmental impact.We’re looking for a

Customer Experience Installation Specialist based in

Quebec to provide expert guidance to contractors and installers of our

Line Voltage thermostats (and our upcoming Low Voltage model). In this role, you’ll be the go-to technical resource—helping ensure smooth installations, troubleshooting effectively, and supporting our partners so they can deliver the best experience to their customers.This is a

remote role, working

Monday to Friday, 9:00 AM–5:00 PM (Eastern Time).

🛠 Role Overview (What You’ll Do)

  • Act as the primary contact for contractors and installers, providing technical guidance on Mysa’s Line Voltage products (and Low Voltage when launched).
  • Troubleshoot installation challenges with confidence and clarity.
  • Communicate with a professional and friendly tone via phone, video, chat, and email.
  • Document interactions and solutions so partners have the information they need for success.
  • Work closely with senior team members and the hardware department to resolve complex issues and improve installation processes.
  • Share feedback from the field to help improve product documentation, training, and tools.

    • 🌟 Star Qualities (Who You Are)

  • Hands-on installation experience— with high-voltage wiring.
  • Strong technical aptitude and an interest in smart home or energy-saving products.
  • Excellent communication skills in both written and spoken formats.
  • Ability to work independently in a remote environment while staying connected to the teamCCQ-certified electrician licence
  • Bilingual in French and English.

    • Bonus points if you:

  • Have HVAC knowledge
  • Experience working with contractor networks
  • Enjoy collaborating to improve tools and workflows

    • Additional Information

    📆 A Day in the Life (9:00 AM – 5:00 PM, Monday to Friday)

    9:00 AM: You start your day by reviewing scheduled calls and checking your email for any urgent requests from contractors who worked after hours. You flag one ticket that needs a quick morning follow-up.

    9:30 AM: A contractor in Montreal calls in with a wiring question for a Line Voltage thermostat. You walk them through the process, ensuring they understand both the technical steps and safety considerations.

    10:30 AM: You review installation documentation and note a small gap in the Low Voltage guide that will be important for launch—you share the suggestion with the product documentation team.

    11:30 AM: Video call with a contractor who’s mid-install. You watch them work through the steps, offer tips, and help resolve a small pairing issue in real time.

    12:30 PM: Lunch break—time to recharge.

    1:30 PM: You handle a series of scheduled calls and emails, answering questions about compatibility, electrical requirements, and installation best practices.

    3:00 PM: You collaborate with the hardware department to discuss a recurring installation challenge flagged by multiple contractors, brainstorming ways to improve the process.

    4:00 PM: Final follow-ups—sending out updated wiring diagrams and confirming that earlier cases have been resolved. You document key learnings in the internal knowledge base so the whole team benefits.

    5:00 PM: You log off knowing you’ve helped contractors and installers deliver a flawless Mysa experience.

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