Customer Service Technical Support Rep (Remote)

Carrier Enterprise is a leading distributor of HVAC products and supplies, dedicated to providing exceptional customer service in the HVAC/R industry. The Customer Service Technical Support Rep role focuses on delivering remote technical support, diagnosing issues, managing support tickets, and ensuring customer satisfaction through various communication channels.

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

Requirements:

• Associate degree in HVAC, Heating and Cooling, or related technical field; OR high school diploma/GED with 4 years of experience in HVAC technical support or field service roles with demonstrated knowledge of HVAC systems, components, and troubleshooting procedures
• Proficiency with computer-based support systems and troubleshooting via digital channels
• Strong verbal and written communication skills with the ability to explain complex technical concepts clearly to diverse audiences
• Ability to work independently in a remote environment with excellent time management and organizational skills
• Professional demeanor with the ability to remain calm and courteous when handling customer escalations and difficult situations
• Proficiency with email, chat, phone, and online communication tools
• 5 years of HVAC field experience (service or installation) with EPA 608, NATE, or equivalent certification; experience supporting customers in a technical support or help desk role
• Demonstrated ability to read schematics and perform HVAC diagnostics remotely with comfort using support ticketing systems and CRM tools