HVAC Tier II Technical Support Specialist

Opportunity

We have an opening on our team for a Tier 2 Technical Support Specialist to 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.

• 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 team, 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.
• 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.
• Maintain key performance indicators (KPIs).
• 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.

• It’s a launchpad to other departments like Training, Controls, Field Support, and more.
• You’ll build your own brand as a Product Champion.
• You’ll gain deep product knowledge and customer experience insight.
• You’ll be part of a team that’s growing and backed by LG’s investment in customer experience.

• 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, Service Now).
• Ability to work independently and manage multiple priorities.
• EPA Certification and/or NATE Certification is a plus.

Recruiting Range: $65,000—$75,000 USD

• No‑cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
• Performance‑based Short‑Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family‑oriented benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.

• Eligible for the relevant benefit programs offered through our partner agencies.

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.

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.