Customer Support Specialist - NaviComm

NaviComm, a sister company of Navien, Inc.

Location: Richmond Hill, Ontario

Title: Customer Support Specialist

About Us

NaviComm is a newly established smart living technology company formed through a strategic consortium between large companies that provide 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.

Our innovative, proprietary IoT-based solutions connect hundreds of smart homes through a dedicated network, creating a unified smart technology platform that enhances the living experience for residents in multi‑unit residential buildings. As demand for our product continues to grow, we are looking to add a Customer Support Specialist who shares our enthusiasm for cutting‑edge technology, meaningful social impact, and helping organizations thrive.

What You Will Be Doing

• Respond to property management and tenant support inquiries across our suite of products.
• Communicate upcoming features, updates, and delivery timelines to end users.
• Deliver virtual training sessions on product features and functionality.
• Provide in‑suite demonstrations at customer sites when required (approximately 25% travel). A valid driver’s license and reliable vehicle are required; mileage is reimbursed.
• Consistently deliver an exceptional customer support experience.
• Collaborate with internal teams by sharing insights and feedback from customer interactions and site visits.
• Escalate technical issues internally as needed, ensuring timely and effective resolution.
• Create and update training materials as required.
• Coordinate with third‑party call centre partners for all repair‑related inquiries.
• Track and analyze user data, to identify recurring issues and support continuous improvement.
• Participate in after‑hours on‑call support (approximately 25%).

What You Bring

• Minimum 3 years of experience in a customer‑facing role, including formal training in customer service soft skills.
• Excellent verbal, written, and presentation skills (bilingual English/French is an asset)
• Experience with smart technology or IoT-based products is an asset.
• Strong telephone etiquette and advanced proficiency with the Microsoft Office Suite.
• Ability to work a 40‑hour schedule, including participation in a 24/7 front‑line support rotation.
• Detail‑oriented, analytical, and committed to effective problem resolution.
• A proactive self-starter
• Enthusiasm for process improvement and continuous learning.

Pay Range: C$58k - C$68K (DOE)

We are focused on three priorities: culture, imagination, and family. This is not just a place to work but it is an organization focused on the well-being of our team and their families. We already have a great core of passionate people just like you, who enjoy building stuff that matters. Because we value our team, we offer competitive base salaries and comprehensive benefits.

NaviComm is an equal opportunity employer who values diversity in the workplace.