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.
Product Technical Support Agent Mississauga
Full-time
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 quick-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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📌 Product Technical Support Agent (Ontario)
🏢 SOMFY Projects
📍 Ontario