Job Description

LG Electronics is seeking a Tier 2 Technical Support Specialist to provide advanced technical assistance and resolve complex customer issues related to LG HVAC products. This role involves troubleshooting, collaborating with other teams, documenting solutions, mentoring Tier 1 agents, and contributing to continuous improvement and customer satisfaction.

Responsibilities

• Deliver second-level technical support
• Troubleshoot and resolve escalated issues
• Collaborate with engineering and other teams
• Document solutions and contribute to knowledge base
• Mentor Tier 1 agents
• Identify and report recurring issues
• Maintain customer satisfaction
• Participate in product training
• Maintain KPIs
• Log interactions in CMS
• Provide parts support
• Stay current with product literature
• Coordinate with other technical support agents

Requirements

• 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
• Excellent problem-solving and communication skills
• Experience with CRM or ticketing systems
• Ability to work independently
• EPA Certification and/or NATE Certification is a plus

Benefits

• No benefits