HVAC Tier II Technical Support Specialist

The role

This person will provide advanced technical assistance and resolve complex customer issues related to LG HVAC products. They will act as an escalation point for Tier 1 agents and collaborate across departments to ensure accurate solutions.

What you will do

• 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.

Required qualifications

• 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.

Nice to have

• EPA Certification
• NATE Certification

Benefits

• No-cost employee premiums for medical, dental, vision and prescription benefits for employee and eligible dependents.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan.
• Generous Paid Time Off program including company holidays and a combined bank of paid sick and vacation time.
• Performance based Short-Term Incentives.
• Access to confidential mental health resources.
• Personal fitness goal incentives.
• Paid parental leave.
• Support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.

About the company

LG Electronics is a global leader in technology with a presence in over 290 locations. Their portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions.