DirectJobHub
Jobs · Information Technology · Texas

HVAC Tier II Technical Support Specialist

LG Electronics · Farmers Branch, TX · 1 mo ago
Information TechnologyFull-time

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.
  • EPA Certification and/or NATE Certification is a plus.

Why Join the LG Technical Support Team?

Here at LG Technical Support, we strive to deliver the best service possible while also making sure we enjoy the journey together. This role is challenging, but your efforts won’t go unnoticed. Our customers and leadership recognize the hard work, and we’re committed to making this a stepping stone for your career at LG.

One of the greatest strengths of this team is the culture. We succeed together, we learn together, and yes sometimes we fail together. But through it all, we support each other, share knowledge, and grow as a unit. We’re not just coworkers, we’re a team.

We do have metrics and goals, but we also make time for fun. Office events, celebrations, and team-building activities are part of our rhythm. We will help you transition from the field to an office environment, and work through any challenges together.

The Opportunity

  • 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.
  • Cookordination with other technical support agents to ensure seamless service.

Similar jobs