HVAC Tier II Technical Support Specialist

We have an opening on our team for a Tier 2 Technical Support Specialist to join our Air Conditioning Technologies team. This role is pivotal in providing advanced technical assistance and resolving complex customer issues related to LG HVAC products. As a key escalation point for Tier 1 agents, you'll collaborate across departments to ensure timely and accurate solutions, while contributing to continuous improvement and customer satisfaction. In this role, you will;

• Deliver second-level technical support via phone, email, and internal systems.
• Troubleshoot and resolve escalated issues beyond Tier 1 capabilities.
• Collaborate with engineering, Customer Care team, and field service teams to resolve complex problems.
• Document solutions and contribute to knowledge base articles.
• Mentor Tier 1 agents and assist with training and Q&A's.
• Identify and report recurring issues to support product and process improvements.
• Maintain high levels of customer satisfaction through professional communication.
• Participate in ongoing product training and certification programs.
• Maintain key performance indicators (KPIs).
• Log all interactions and resolutions in the CMS system.
• Provide parts support and assist callers across all product types.
• Stay current with product literature and manuals.
• Coordinate with other technical support agents to ensure seamless service.

If you're selfless, dedicated to HVAC, and motivated to learn, our team is the place for you. The only "long hours" here are spent sharpening your skills and staying ahead of product updates. Whether you're aiming to grow into other roles or simply love helping others through technical support, this team offers the environment to thrive.

Every customer experience is unique, and we're seeking someone who's ready to push themselves, collaborate, and make a real impact., * Associate's or Bachelor's degree in HVAC, Engineering, Electronics, or equivalent experience.

• Minimum 2 years of experience in technical support or HVAC service.
• Strong understanding of HVAC systems, diagnostics, and repair procedures.
• Excellent problem-solving and communication skills.
• Experience with CRM or ticketing systems (e.g., Salesforce, ServiceNow).
• Ability to work independently and manage multiple priorities.
• EPA Certification and/or NATE Certification is a plus.

$65,000-$80,000 USD

Benefits Offered Full-Time Employees:

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
• Performance based Short-Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.

Benefits Offered Temporary/Contractors:

• Eligible for the relevant benefit programs offered through our partner agencies.

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