Customer Service Technical Support Rep Part Time (Remote)

About Us

Carrier Enterprise (CE) is a subsidiary of Watsco, Inc., the largest independent HVAC/R distribution company in the world. CE distributes leading brands such as Carrier, Bryant, Payne, GREE, and others, serving over 2,000 employees across 200+ locations in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada. CE aims to provide Comfort Excellence to the HVAC/R industry and strives to become a world-class distribution company through service excellence.

Company Description

Carrier Enterprise is a North American distributor of residential and light commercial HVAC products, parts, and supplies. It serves licensed HVAC/R dealers and contractors through a network of over 200 locations in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada. CE offers competitive pricing, best-in-class customer service, and valuable services to position itself as an industry leader.

Position Summary

This role is a customer-focused HVAC Technical Support Rep responsible for providing comprehensive remote, computer-based assistance to customers and field technicians. The responsibilities include diagnosing and troubleshooting complex HVAC issues, providing accurate warranty guidance, managing support tickets and warranty claims, resolving customer escalations, and maintaining data integrity.

Key Responsibilities

• Provide comprehensive technical support and troubleshooting for HVAC products via phone, email, chat, and online systems.
• Manage support tickets, warranty claims, and customer interactions using computer-based systems while ensuring data integrity through systematic verification.
• Resolve customer escalations in a courteous and efficient manner while maintaining proactive communication regarding delays, status updates, and required actions.
• Collaborate with team members to identify common issues, improve support documentation, and enhance overall processes and customer experience.
• Participate in remote training sessions and stay current on product changes, system updates, and emerging technologies to maintain technical expertise.
• Embrace and support automation tools such as AI and RPA to increase accuracy, improve efficiency, and reduce operational expenses.

Required Qualifications

• Associate degree in HVAC, Heating and Cooling, or related technical field; OR high school diploma/GED with 4 years of experience in HVAC technical support or field service roles with demonstrated knowledge of HVAC systems, components, and troubleshooting procedures.
• Proficiency with computer-based support systems and troubleshooting via digital channels.
• Strong verbal and written communication skills with the ability to explain complex technical concepts clearly to diverse audiences.
• Able to work independently in a remote environment with excellent time management and organizational skills.
• Professional demeanor with the ability to remain calm and courteous when handling customer escalations and difficult situations.
• Proficiency with email, chat, phone, and online communication tools.

Preferred Qualifications

• 5 years of HVAC field experience (service or installation) with EPA 608, NATE, or equivalent certification; experience supporting customers in a technical support or help desk role.
• Demonstrated ability to read schematics and perform HVAC diagnostics remotely with comfort using support ticketing systems and CRM tools.

Benefits

• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short-term and Long-term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holiday's
• 401(k) Plan with Employer Match
• Employee Discount Program

Equal Opportunity Statement

Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.