[Remote] Customer Service Technical Support Rep Part Time (Remote)

Note: The job is a remote job and is open to candidates in USA. Carrier Enterprise is a North American distributor of HVAC products, dedicated to providing excellent customer service. The Customer Service Technical Support Rep role involves offering remote technical support to customers and field technicians, managing support tickets, and ensuring data integrity while resolving escalations and providing warranty guidance.ResponsibilitiesProvide 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 channelsManage 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 resolutionProvide clear, accurate warranty guidance including coverage information, claim procedures, and product supportResolve customer escalations in a courteous and efficient manner while maintaining proactive communication regarding delays, status updates, and required actions via CRM/Salesforce and other toolsCollaborate with team members to identify common issues, improve support documentation, and enhance overall processes and customer experienceParticipate in remote training sessions and stay current on product changes, system updates, and emerging technologies to maintain technical expertiseEmbrace and support automation tools such as AI and RPA to increase accuracy, improve efficiency, and reduce operational expensesSkillsAssociate 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 proceduresProficiency with computer-based support systems and troubleshooting via digital channelsStrong verbal and written communication skills with the ability to explain complex technical concepts clearly to diverse audiencesAbility to work independently in a remote environment with excellent time management and organizational skillsProfessional demeanor with the ability to remain calm and courteous when handling customer escalations and difficult situationsProficiency with email, chat, phone, and online communication tools5 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 roleDemonstrated ability to read schematics and perform HVAC diagnostics remotely with comfort using support ticketing systems and CRM toolsBenefitsHealth InsuranceHealth Savings AccountDental InsuranceVision InsuranceLife InsuranceDisability Insurance (Short-term and Long-term)Employee Assistance Program (EAP)Tuition Reimbursement & Professional DevelopmentPaid Vacation & Sick timeCompany Paid Holiday's401(k) Plan with Employer MatchEmployee Discount ProgramCompany OverviewCarrier Enterprise is an independent HVAC/R distribution company. It was founded in 2009, and is headquartered in Orlando, Florida, USA, with a workforce of 1001-5000 employees. Its website is https://www.carrierenterprise.com/.