Remote HVAC Technical Support Specialist

Carrier Enterprise; Orlando (FL); Hybrid; USD 25,000 - 41,000; Full time

Benefits offered by this job

Health Insurance

Health Savings Account

Vision Insurance

Life Insurance

Disability Insurance (Short-term and  

Employee Assistance Program (EAP)

Tuition Reimbursement & Professional :

Paid Vacation & Sick time

Company Paid Holiday's

401(k) Plan with Employer Match

Employee Discount Program

Job summary

Carrier Enterprise seeks a Customer Service Technical Support Rep to provide remote, HVAC-focused assistance to customers and technicians from Orlando, FL. You will diagnose issues, guide warranty processes, and manage tickets via Salesforce, ensuring timely, accurate solutions across phone, email, chat, and web.

Ideal candidates have an HVAC-related degree or extensive HVAC troubleshooting experience, strong communication, and comfort working independently in a remote setting with CRM tools and

Qualifications

• Associate degree in HVAC, or 4 years' HVAC support experience with knowledge of HVAC systems.
• Proficiency with computer-based support systems and troubleshooting via digital channels.
• Strong verbal and written communication to explain technical concepts clearly to diverse audiences.
• Ability to work independently in a remote environment with excellent time management.
• Professional demeanor handling customer escalations calmly and courteously.
• Proficiency with email, chat, phone, and online communication tools.

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.

Skills

HVAC knowledge

Remote work capability

CRM systems

Communication skills

Troubleshooting

Education

Associate degree in HVAC or related field

Tools

Salesforce

CRM tools

Job description

Carrier Enterprise seeks a Customer Service Technical Support Rep to provide remote, HVAC-focused assistance to customers and technicians from Orlando, FL. You will diagnose issues, guide warranty processes, and manage tickets via Salesforce, ensuring timely, accurate solutions across phone, email, chat, and web.

Ideal candidates have an HVAC-related degree or extensive HVAC troubleshooting experience, strong communication, and comfort working independently in a remote setting with CRM tools and