Respond promptly and professionally to inbound Support Request Tickets submitted by LG Direct Mobile Service Technicians and authorized service centers.
Troubleshoot and diagnose complex technical issues involving home electronics and home appliances using product schematics, service manuals, technical documentation, and internal knowledgebase resources.
Accurately document all interactions, troubleshooting steps, resolutions, and follow-up actions within the call tracking and case management system.
Provide step-by-step technical guidance to field technicians to support effective and efficient product repairs.
Escalate unresolved or recurring technical issues through proper channels and collaborate with engineering, product development, quality assurance, and other internal teams to identify root causes and corrective actions.
Maintain up-to-date knowledge of new products, technical updates, recalls, service bulletins, and troubleshooting procedures.
Contribute to the continuous improvement of technical documentation by updating knowledge databases with new troubleshooting methods, best practices, and resolved case insights.
Support special technical projects, product launches, and field initiatives as required.
Deliver industry-leading technical support while maintaining high standards of professionalism, responsiveness, and service quality.

High School Diploma or equivalent required
Technical Diploma or associate’s degree in Electronics, HVAC, Electrical Technology, or a related technical field preferred
Minimum of one (1) year of experience in technical support, field service, or related technical role
Experience supporting home appliances, consumer electronics, or similar products preferred
Strong technical troubleshooting and diagnostic skills
Solid understanding of electrical, electronic, and mechanical systems
Excellent customer service and communication skills (verbal and written)
Ability to explain technical concepts clearly to technicians with varying levels of experience
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
Experience working with CRM or call tracking systems preferred
Highly organized, detail-oriented, and able to manage multiple cases simultaneously
Strong time management skills with the ability to prioritize effectively in a fast-paced environment
Team-oriented mindset with the ability to collaborate cross-functionally.

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 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.

Technical Support Representative

Key skills