[Hiring] Technical Support Representative @LG Electronics

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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 oriented 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.