Job Description

General Responsibilities:

• Responds to inbound Technical Support calls and case requests from strategic account customers and installing/servicing contractors.
• Gathers detailed system, model, control, application and operational data to properly troubleshoot customer issues.
• Uses Carrier technical tools, documentation, and internal systems to research and support troubleshooting.
• Provides basic to intermediate troubleshooting support for HVAC, Controls, and refrigeration circuits.
• Creates and maintains case documentation within Salesforce and other support systems.
• Coordinates with internal teams including engineering, warranty, parts, logistics, and field service.
• Escalates complex issues to senior specialists or managers when required, while maintaining ownership of the case.
• Participates in training, shadowing, and knowledge building activities to grow technical capability.
• Maintains a high level of professionalism and customer care in all communications.

Basic Qualifications

• Bachelor's degree
• 5+ years of installation/servicing HVAC service experience diagnosing and resolving customer complaints to ensure maximum equipment up-time.
• 2+ years HVAC related experience.

Preferred Qualifications

• Strong problem solving and analytical skills.
• Ability to manage multiple cases while maintaining attention to detail.
• Clear and professional communication with customers and internal teams.
• Willing to learn complex products, systems, and business processes.
• Basic knowledge of Microsoft Office and Customer Relationship Management tools such as Salesforce.

Additional information

• We are open for a remote work within the USA.
• Traveling up to 25% in the USA.
• Due to customer contractual agreements, must be a US citizen, green card holder, or permanent resident of USA.