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Added 5 mins ago
Seasonal Product Operations Lead | Southgate Centre
lululemon
AB · Edmonton, AB
Full-time
…Product Operations Lead also oversees and delivers a world-class guest (i.e., customer) experience when scheduled to work on the…
Added 35 mins ago
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Added 21 hours ago
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Ability to work both independently and as part of a best-in-class team
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SOMFY Projects

Product Technical Support Agent

Mississauga, ON, Canada

Job type: Full-time
Apply by: Oct 15, 2026
Experience: 1-2 years of after-sales product technical support experience
Posting language: English
Posted: Sep 15, 2026

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Original job description

Published by Tracy CHRISTMANN

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Mississauga
Full-time

Product Technical Support Agent

Mississauga
Full-time

Apply now

Company Description

INSPIRING A BETTER WAY OF LIVING ACCESSIBLE TO ALL

As the preferred partner for window and door automation, SOMFY is committed to inspiring new and better ways of living for all.

As a French, family-owned, and independent group, in continuous growth since our creation, we have been world leaders for 50 years and pioneers in home automation. Innovation continuously guides our work and guarantees the excellence of our solutions.

We are present in 58 countries, with eight production sites and 17 R&D centers. We are deeply committed to the well-being of our 7,000 employees, we promote their sustainable employability by promoting internal mobility and developing their skills. We foster diversity and inclusion by building on our strong corporate culture.

SOMFY® is the leading global manufacturer of strong, quiet motors with electronic and app controls for interior window coverings and exterior solar protections. Over 270 million users worldwide enjoy the more than 170 million motors produced by Somfy. During the past 50 years, Somfy engineers have designed products for both the commercial and residential markets to motorize window coverings such as interior shades, wood blinds, draperies, awnings, rolling shutters, exterior solar screens and projection screens. Somfy motorization systems are easily integrated with security, HVAC and lighting systems providing total home or building automation.

Job Description

This is a product technical support role focused on diagnosing, troubleshooting, and supporting physical products, motors, controls, smart home integrations, and mobile applications. This is not an internal IT Help Desk, desktop support, network administration, cybersecurity, or system administration position.

The Product Technical Support Agent's primary role is to provide support for operating and troubleshooting motorized products and controls such as window shades, awnings, and pergolas. As well as motorized access control solutions such as gate openers, garage door openers, traffic and safety bollards and automatic gate systems. This role is responsible for providing expert-level technical support. Assisting customers, installers, and partners with the installation, operation, and troubleshooting of our products.

Technical support & internal product support by phone, emails, and web cases through Salesforce
Provide step-by-step instructions to fix technological issues
Access instruction manuals to help users utilize their software or hardware properly
Acquire and transfer product knowledge (wiring instructions, product specific functions) to sales managers and customer.
Handle customer complaints provide appropriate solutions and alternatives within the set time limits and follow up to ensure resolution.
Build sustainable relationships of trust through open and interactive communication by actively listening and asking the right questions
Accurately gather and record customer information, issues, and solutions using Salesforce and other software
Follow standard operating procedures to maintain a consistent number of open/closed tickets and ensure adherence to established service level standards
Work with Technical Support manager to ensure and find solutions to more complex issues
Perform other duties assigned by the Technical Support Manager

Qualifications

Excellent written and communication skills, and ability to communicate to all levels of the organization and external customers
Exceptional organizational skills and ability to prioritize, work with competing deadlines, and ability to adapt to change.
Proven experience with problem-solving skills to deliver the highest level of service excellence
1-2 years of after-sales product technical support experience
Ability to work both independently and as part of a best-in-class team
Self-motivated, ability to thrive in a fast-moving and constantly evolving environment
Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty
Ability to multitask, prioritize, and manage time effectively
Strong phone skills and active listening
Accept constructive criticism and customer feedback regarding their experience
Positive attitude, willingness to learn, team player, outgoing, patient, and genuine
Knowledge of communication protocols is an asset (RS485, RS232, Zigbee, etc.)
Experience with CRM systems and practices (Salesforce, SAP)
College or Bachelor’s degree and/ or proven career path to excellence in customer support
Experience in a product technical support role.
Tech savvy (Android, IOS, Smart Home Technology)
Proficiency in Windows and Office 365 suite

Additional Information

9-hour work day (including 1 hour lunch)
Schedule: Must be available to work 11:00 a.m. – 8:00 p.m. EST.
Optional work from home on Monday and Friday after the initial training period
Work with BFT and Somfy, two globally recognized brands in automation and smart control solutions.
Gain expertise in innovative access control and automation technologies.
Opportunities for professional growth and training in a fast-evolving industry.
A collaborative and supportive work environment focused on technical excellence and customer satisfaction.
At Somfy, we care about our employees. We offer a comprehensive corporate benefits package, including a variety of health plan options. Dental, vision,401k with a matching program, generous PTO and sick time, an employee fitness program, and more

The protection of our candidates’ personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.

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More about this job

Responsibilities

Provide expert technical support to customers, installers, and partners by diagnosing and resolving issues with motorized products, controls, smart home integrations, and mobile applications. Record and manage support cases in Salesforce, communicate solutions and product knowledge, follow up on complaints, and collaborate with the Technical Support Manager on complex issues.

Requirements

Candidates should have 1–2 years of after-sales product technical support experience, strong communication and problem-solving skills, and the ability to manage competing priorities independently and as part of a team. A college or bachelor’s degree and/or a proven customer support career path is noted; familiarity with CRM systems, smart home technology, Windows, Office 365, and communication protocols is beneficial.

Skills

Product Technical Support
Troubleshooting
Customer Service
Problem-Solving
Active Listening
Written Communication
Phone Support
Customer Complaint Resolution
Salesforce
CRM Systems
Smart Home Technology
Android
iOS
Windows
Office 365
Communication Protocols

Benefits

Health Plan Options
Dental Insurance
Vision Insurance
401(k) Matching
Paid Time Off
Sick Time
Employee Fitness Program

Visa sponsorship

Not detected in the job text

Keywords

Product Technical Support
Motorized Products
Window Shades
Awnings
Pergolas
Gate Openers
Garage Door Openers
Access Control
Smart Home Integration
Mobile Applications
Troubleshooting
Installation Support
Wiring Instructions
Salesforce
SAP
CRM Systems
RS485
RS232
Zigbee
Android
iOS
Windows
Office 365
Customer Complaints
Service Level Standards
Technical Support Cases

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