There are too many cons in the ecobee tech support department to count. The culture is toxic. The leadership is unskilled and not ready for their roles. There is no communication between the other departments aside from quarterly meetings. Everyone is beyond stressed. There is an internal power dynamic. People are fired without cause. The "schedule" is a fever dream. I could go on. Ill try to cover everything in its own little blurb. HR will respond with some menial "we do our best, blah blah, thanks for the feedback" garbage. Just know that is a hoax. They say the same thing to their employees.
I really, really liked working at ecobee when I first started. I felt I was doing something I could be proud of ecologically. I felt I could make a career for myself. There were always promises of expansion and personal development. However, I quickly found out there were always promises and no action. Working at ecobee is like running on a treadmill while someone holds your wants and needs in front of you and keeps turning up the speed. You don't go anywhere and they keep telling you to just keep running. It'll happen eventually, and if it doesn't well thats your fault. You're missing that one thing. (That one thing never changes by the way. You will always be missing it).
The greatest thing about growth at ecobee is even if you do somehow get a chance to be promoted the Tech Support management will say you cannot take the opportunity because they need the support. Multiple people have been offered positions in other departments which would be incredible for them. Only to be told by Tech Support too bad. They chain you down and keep you there.
ecobee also promises everyone a $2,000 bonus if you refer someone and they work for 3 months. They will not hire your referral though. Rather than paying you a bonus they will find a reason to not hire the person you sent their way. I personally referred someone from another call center. He was turned down because: "his experience didn't fit the role".
The people they do promote are unqualified and don't even do the work they should. They promote people they like, not the people who are best for the job. You will see this in a lot of reviews. A woman I work with was told, and I quote: "You didn't get promoted because you just don't smile enough". Meanwhile the person they did promote refused to take customer escalations because she just "Didn't want to really". You better hope you're liked enough to not get fired, because they will let you go without cause. It does not matter if you're an agent, team lead, or supervisor. This has lead to a lot of people quitting. When this was brought to the manager's attention (by myself) they said: "if they want to quit maybe they should". They do not care about you at ecobee. You are replaceable.
Finally, they sometimes don't even give you a chance. They will offer promotions that they know multiple people have expressed interest in, to someone privately. Rather than making a public posting internally as they state they always do. They will skip the process altogether so they can promote who they like the most. People have also been threatened into not speaking to certain people because they fear they will spread the distrust in the company.
Rather than promote people they don't like they will give them jobs with fancy titles like "QA Experience" or "Integrated Coaching". This is just an excuse to give you more work without actually propelling your career. This is their way of "acknowledging" you and your talents.
The management also butchers everything they touch. They give people tasks to boost morale and culture. When they are finished the management will scrap anything good about it and make it a bland husk of what it was.
Since everyone is leaving they can't keep up with their busy season. Everyone on the floor is new or untrained so the team leads and supervisors have been demoted to call support. They are now doing what the regular agents do and cannot be there to support their teams. The management will be replacing them as phone support even though they have pretty much half the knowledge about the product.
Speaking of knowledge about the product; it is riddled with bugs and issues. We are always told to deny the fact and say the ecobee is working as it should. If there is a bug our go-to response had to be "We are aware of it and working on it". Even though our bug team takes weeks on average to fix critical issues.
The Schedule is also, in the truest sense, a fever dream. You are promised a 2-day weekend. However, you will have a 1-day weekend very often or work 6-9 days in a row before you see a day off. Their scheduling leaves most people exhausted and it doesn't rotate as it should. People have worked the night shift 3 months in a row in the past.
To wrap everything up, ecobee is a company that, if they keep this up, will implode upon itself. If you work for ecobee you will not be valued, you have no job security, you may have a target on your back, there is no growth, and you will be overworked and overstressed. Do NOT apply here.
