HVAC Tier II Technical Support Specialist

<div class="content-intro"><p>Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations.&nbsp;&nbsp;Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. &nbsp;Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.&nbsp;&nbsp;Join us and become a part of a company that is shaping the future of technology.&nbsp;&nbsp;At LG, we strive to make Life Good for Everyone.&nbsp;&nbsp;</p></div><p><span style="font-family: helvetica, arial, sans-serif;"><strong>What we can offer</strong><em>:&nbsp;</em></span></p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-style: italic; font-family: helvetica, arial, sans-serif;">A crafted employee experience designed to foster professional growth, a focus on health &amp; well-being and an internal community that will set you up for success</span></p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-family: helvetica, arial, sans-serif;">We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!</span></p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Why Join the LG Technical Support Team?</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Here at LG Technical Support, we strive to deliver the best service possible while also making sure we enjoy the journey together. This role is challenging, no doubt, but your efforts won’t go unnoticed. Our customers and leadership recognize the hard work, and we’re committed to making this a stepping stone for your career at LG.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">One of the greatest strengths of this team is the <em>culture</em>. We succeed together, we learn together, and yes sometimes we fail together. But through it all, we support each other, share knowledge, and grow as a unit. We’re not just coworkers, <em>we’re a team</em>.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">While we do have metrics and goals, we also make time for fun. Office events, celebrations, and team-building activities are part of our rhythm. We will help you transition from the field to an office environment, and&nbsp;<em>work through any challenges</em> together.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Why this role matters:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">It’s a launchpad to other departments like <em>Training, Controls, Field Support, </em>and more.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">You’ll build your own brand as a <em>Product Champion.</em></span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">You’ll gain deep product knowledge and customer experience insight.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">You’ll be part of a team that’s growing and backed by LG’s investment in customer experience.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;">If you’re <em>selfless, dedicated to HVAC, and motivated to learn,</em> our team is the place for you. The only “long hours” here are spent sharpening your skills and staying ahead of product updates. Whether you’re aiming to grow into other roles or simply love helping others through technical support, this team offers the environment to thrive.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Every customer experience is unique, and we’re seeking someone who’s ready to push themselves, collaborate, and make a real impact.</span></p> <p>&nbsp;</p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>The Opportunity:&nbsp;</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif;">We have an opening on our team for a <em>Tier 2 Technical Support Specialist t</em>o join our Air Conditioning Technologies team. This role is pivotal in providing advanced technical assistance and resolving complex customer issues related to LG HVAC products. As a key escalation point for Tier 1 agents, you’ll collaborate across departments to ensure timely and accurate solutions, while contributing to continuous improvement and customer satisfaction.&nbsp; In this role, you will;</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Deliver second-level technical support via phone, email, and internal systems.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Troubleshoot and resolve escalated issues beyond Tier 1 capabilities.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Collaborate with engineering, Customer Care team, and field service teams to resolve complex problems.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Document solutions and contribute to knowledge base articles.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Mentor Tier 1 agents and assist with training and Q&amp;A’s.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Identify and report recurring issues to support product and process improvements.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Maintain high levels of customer satisfaction through professional communication.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Participate in ongoing product training and certification programs.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Maintain key performance indicators (KPIs).</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Log all interactions and resolutions in the CMS system.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Provide parts support and assist callers across all product types.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Stay current with product literature and manuals.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Coordinate with other technical support agents to ensure seamless service.</span></li> </ul> <p>&nbsp;</p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>QUALIFICATIONS:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Associate’s or Bachelor’s degree in HVAC, Engineering, Electronics, or equivalent experience.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Minimum 2 years of experience in technical support or HVAC service.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Strong understanding of HVAC systems, diagnostics, and repair procedures.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Excellent problem-solving and communication skills.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Experience with CRM or ticketing systems (e.g., Salesforce, ServiceNow).</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Ability to work independently and manage multiple priorities.</span></li> <li style="font-style: italic; font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><em>EPA Certification and/or NATE Certification is a plus.</em></span></li> </ul> <p><span style="color: rgb(255, 255, 255);">#LI-AL1</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="title">Recruiting Range</div><div class="pay-range"><span>$65,000</span><span class="divider">&mdash;</span><span>$75,000 USD</span></div></div></div><div class="content-conclusion"><p><strong>Benefits Offered Full-Time Employees:</strong></p> <ul> <li>No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.</li> <li>Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment&nbsp;options.</li> <li>Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time. &nbsp;</li> <li>Performance based Short-Term Incentives (varies by role).</li> <li>Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.</li> <li>Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.</li> <li>Group Rate Life and Disability Insurance.</li> </ul> <p><strong>Benefits Offered Temporary/Contractors: &nbsp;</strong></p> <ul> <li>Eligible for the relevant benefit programs offered through our partner agencies.</li> </ul> <p><a href="https://lge-careers.com/wp-content/themes/lg-career/assets/privacy-notice.pdf">Privacy Notice to California Applicants</a></p> <p>Applicants who need assistance or a reasonable accommodation during the hiring process may contact our team by phone at: 973-477-7090 or&nbsp;<a href="mailto:support@lg4me.freshdesk.com">support@lg4me.freshdesk.com. </a>This email and phone number will only reply to accommodation requests and is not intended for general employment inquiries.</p> <p>All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.</p> <p>In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied<em>.</em></p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p></div>