HVAC Tier II Tech Support: Escalation & Solutions

LG Electronics, Inc.; Farmers Branch (TX); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Paid time off

Incentives

Mental health resources

Parental leave

Life & disability insurance

Job summary

LG Electronics is seeking a Tier 2 Technical Support Specialist to join our Air Conditioning Technologies team. You will provide advanced technical assistance for LG HVAC products, acting as a key escalation point for Tier 1 agents and collaborating with engineering, Care, and field teams to ensure timely, accurate solutions.

You will document solutions, mentor Tier 1 staff, and contribute to knowledge base improvements, while maintaining high customer satisfaction and participating in ongoing

Qualifications

• 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.
• EPA Certification and/or NATE Certification is a plus.

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, 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.
• 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.

Skills

HVAC knowledge

Diagnostics

Customer service

Problem solving

Education

Associate’s or Bachelor’s degree in HVAC/Engineering/Electronics

Tools

CRM systems (Salesforce, ServiceNow)

Job description

LG Electronics is seeking a Tier 2 Technical Support Specialist to join our Air Conditioning Technologies team. You will provide advanced technical assistance for LG HVAC products, acting as a key escalation point for Tier 1 agents and collaborating with engineering, Care, and field teams to ensure timely, accurate solutions.

You will document solutions, mentor Tier 1 staff, and contribute to knowledge base improvements, while maintaining high customer satisfaction and participating in ongoing