Carrier Enterprise · 4 hours ago
Customer Service Technical Support Rep
United States
Part-time
Remote
Mid Level
4+ years expCarrier Enterprise is a national distributor of HVAC products and supplies, dedicated to providing exceptional service in the industry. The Customer Service Technical Support Rep will offer remote assistance to customers and technicians, diagnosing issues and managing support tickets while ensuring data integrity and customer satisfaction.
Building MaterialElectronicsHeating Ventilation and Air Conditioning (HVAC)
Responsibilities
Provide comprehensive technical support and troubleshooting for HVAC products via phone, email, chat, and online systems, acting as the primary customer liaison to deliver best-in-class service across all channels
Manage support tickets, warranty claims, and customer interactions using computer-based systems while ensuring data integrity through systematic verification; utilize reports to guarantee timely customer credits and claim resolution
Provide clear, accurate warranty guidance including coverage information, claim procedures, and product support
Resolve customer escalations in a courteous and efficient manner while maintaining proactive communication regarding delays, status updates, and required actions via CRM/Salesforce and other tools
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
Qualification
Required
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
Ability 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
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
Company
Carrier Enterprise
Carrier Enterprise is an independent HVAC/R distribution company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ariel Ciupik
CFO at Carrier Enterprise - International Division
Recent News
2025-08-29
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