Technical Support Representative

United States·Huntsvillemid

OtherTechnical Support Representative

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Quick Summary

Overview

Key Responsibilities

Respond promptly and professionally to inbound Support Request Tickets submitted by LG Direct Mobile Service Technicians and authorized service centers.

Technical Tools

excelms-officecustomer-supportdocumentation

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

What We Offer

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The Technical Support Representative provides advanced technical assistance to factory technicians and authorized third-party service providers in the troubleshooting, diagnosis, and repair of home electronics and home appliances. This role serves as a critical technical resource, ensuring timely resolution of service issues while delivering a high level of customer support and technical expertise.

Responsibilities

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→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.

Requirements

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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

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Recruiting Range

$56,000—$60,000 USD

What We Offer

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✓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.