Job Description

LG Electronics is seeking a Tier 2 Technical Support Specialist to join their Air Conditioning Technologies team in Alpharetta, GA. This role involves providing advanced technical assistance, resolving complex customer issues related to LG HVAC products, collaborating with various teams, 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
• 2+ years of technical support or HVAC service experience
• Strong understanding of HVAC systems
• Excellent problem-solving and communication skills
• Experience with CRM or ticketing systems
• Ability to work independently
• EPA Certification/NATE Certification is a plus

Benefits

• No benefits