HVAC Tier II Technical Support Specialist

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 Lifes 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 diverse portfolio includes Home Appliance Solutions Media Entertainment Solutions Vehicle Solutions and Eco Solutions. 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 us and become a part of a company that is shaping the future of LG we strive to make Life Good for Everyone.

What we can offer:

A crafted employee experience designed to foster professional growth a focus on health & well-being and an internal community that will set you up for success

We offer an environment that enables colleagues to demonstrate their capabilities focus on their work and create value. At LG youre encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skilland equal merit-based opportunities across the board. We want our colleagues to grow with our global business. Thats why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!

Why Join the LG Technical Support Team

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 wont go unnoticed. Our customers and leadership recognize the hard work and were committed to making this a stepping stone for your career at LG.

One of the greatest strengths of this team is the culture. 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. Were not just coworkers were a team.

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 andwork through any challenges together.

Why this role matters:

• Its a launchpad to other departments like Training Controls Field Support and more.
• Youll build your own brand as a Product Champion.
• Youll gain deep product knowledge and customer experience insight.
• Youll be part of a team thats growing and backed by LGs investment in customer experience.

If youre selfless dedicated to HVAC and motivated to learn our team is the place for you. The only long hours here are spent sharpening your skills and staying ahead of product updates. Whether youre aiming to grow into other roles or simply love helping others through technical support this team offers the environment to thrive.

Every customer experience is unique and were seeking someone whos ready to push themselves collaborate and make a real impact.

The Opportunity:

We have an opening on our team for a Tier 2 Technical Support Specialist to join our Air Conditioning Technologies team in Alpharetta GA. 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 youll collaborate across departments to ensure timely and accurate solutions while contributing to continuous improvement and customer this role you will;

• 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&As.
• 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.

QUALIFICATIONS:

• Associates or Bachelors 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.

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Benefits Offered Full-Time Employees:

• 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 investmentoptions.
• 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 orientated 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.

Benefits Offered Temporary/Contractors:

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

Privacy Notice to California Applicants

Applicants who need assistance or a reasonable accommodation during the hiring process may contact our team by phone at: or This email and phone number will only reply to accommodation requests and is not intended for general employment inquiries.

At LG we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race color creed religion gender age sexual orientation national origin disability veteran status or any other characteristic protected by state federal or local law. Consistent with our commitment to providing equal opportunity and embracing diversity LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.

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.