Apply on Employer Site

LG Electronics North America · 1 day ago

HVAC Tier II Technical Support Specialist

Farmers Branch, TX

Contract

Onsite

Entry, Mid Level

$65K/yr - $80K/yr

2+ years exp

LG Electronics North America is a global leader in technology dedicated to creating innovative solutions. The HVAC Tier II Technical Support Specialist role involves providing advanced technical assistance, resolving complex customer issues, and collaborating across departments to ensure customer satisfaction.

Consumer Electronics

Responsibilities

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

Qualification

HVAC systemsTechnical supportProblem-solvingCRM systemsEPA CertificationCommunication skillsMentoringTeam collaboration

Required

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

Preferred

EPA Certification and/or NATE Certification is a plus

Benefits

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.