Customer Service Technical Support Rep

Customer Service Technical Support Rep

Company Description:

Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, timesaving services that positions CE as an industry leader. With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs.

Company website

www.carrierenterprise.com

Position Summary

This role is a customer-focused HVAC Technical Support Rep that provides comprehensive remote, computer-based assistance to customers and field technicians. In this role, you will leverage your HVAC expertise to diagnose and troubleshoot complex issues, provide accurate warranty guidance, and deliver exceptional support via phone, email, chat, and online systems. You will manage support tickets and warranty claims while maintaining data integrity, resolve customer escalations professionally, and proactively communicate status updates and claim resolutions.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Benefits:

Health Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance (Short-term and Long-term)

Employee Assistance Program (EAP)

Tuition Reimbursement & Professional Development

Paid Vacation & Sick time

Company Paid Holiday's

401(k) Plan with Employer Match

Employee Discount Program

Invitation to Apply:

Full-time and part-time positions are available. To explore this exciting opportunity and other career opportunities at Carrier Enterprise, visit our careers page at www.carrierenterprise.com/careers. Learn more about our company and team.

Equal Opportunity Statement:

Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence

Preferred Qualifications

• 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.