HVAC Tier II Technical Support Specialist
Core
Provide advanced technical assistance and resolve complex customer issues for LG HVAC products, acting as an escalation point for Tier 1 agents.
Role type
Tier 2 Technical Support Specialist (HVAC)
Builds
Customer satisfaction and resolution for Air Conditioning Technologies
Domain
Home Appliances / HVAC Systems
Deliverable
client delivery
Required skills
HVAC systems diagnostics, troubleshooting, CRM/ticketing systems, problem-solving, communication, product documentation, mentoring
Preferred skills
EPA Certification, NATE Certification, engineering degree
Technologies
Salesforce, ServiceNow, CMS
Responsibilities
Deliver second-level technical support via phone and email; troubleshoot escalated issues; collaborate with engineering and field service teams; document solutions and update knowledge base; mentor Tier 1 agents; identify recurring issues for product improvement; maintain KPIs and log interactions; provide parts support.
Seniority
Mid-level, hands-on IC