Customer Service Technical Support Rep

Carrier Enterprise is hiring a Customer Service Technical Support Rep to help customers and field technicians resolve HVAC product questions from a hybrid, Orlando-based setup. This full-time, remote-friendly role centers on diagnosing issues, guiding warranty processes, and delivering strong support through phone, email, chat, and online systems. It’s a great fit for someone with solid HVAC knowledge who enjoys clear, actionable communication and thrives in a service-oriented, business-to-business environment.

Carrier Enterprise is a national distributor of residential and light commercial HVAC products, parts, and supplies, working through licensed HVAC dealers and contractors. They operate across more than 200 locations in 28 states plus Puerto Rico, the Caribbean, Latin America, Mexico and Canada, with a strong emphasis on best-in-class service and efficiency. The company is part of Watsco, Inc., the world’s largest independent HVAC/R distribution company, and they pride themselves on a culture that values service excellence and the growth of their people.

In this role you’ll join a team that supports customers and technicians remotely, leveraging your HVAC expertise to diagnose complex problems, provide accurate warranty guidance, and keep interactions positive and productive across multiple channels. The position calls for ongoing training on product changes and system updates, and it encourages the use of automation tools to improve accuracy and efficiency.

The Work Youll Do On The Ground

Day to day, you’ll act as the primary point of contact for technical support on HVAC products, assisting customers via phone, email, chat, and online systems to resolve issues and keep service levels high. You’ll manage support tickets and warranty claims in computer-based systems, ensuring data integrity and using available reports to confirm timely credits and claim resolutions.

You’ll provide clear and precise warranty guidance, including coverage details and claim procedures, and you’ll handle escalations with courtesy while keeping customers informed about delays and required actions through CRM tools such as Salesforce and other platforms.

Collaboration is part of the job, so you’ll work with teammates to identify recurring problems, improve support documentation, and refine processes to enhance the overall customer experience. You’ll participate in remote training to stay current on product changes and emerging technologies, and you’ll use automation tools like AI and RPA to boost accuracy and efficiency and reduce costs where possible.

Who Should Apply For This Role

• Associate degree in HVAC, Heating and Cooling, or a related technical field; or a high school diploma/GED with four years of HVAC technical support or field service experience.
• Proficiency with computer-based support systems and troubleshooting through digital channels.
• Strong verbal and written communication skills with the ability to explain technical concepts clearly to a broad audience.
• Ability to work independently in a remote environment with excellent time management and organizational skills.
• A professional demeanor and the ability to stay calm and courteous when handling customer escalations.
• Proficiency with email, chat, phone, and online communication tools.

• Five years of HVAC field experience (service or installation) with EPA 608, NATE, or an equivalent certification; experience supporting customers in a technical support or help desk role.
• Demonstrated ability to read schematics and perform remote HVAC diagnostics with comfort using ticketing systems and CRM tools.

Pay And Practical Details For This Role

Location is Orlando, FL, with a hybrid work arrangement and a full-time position; the role also notes that both full-time and part-time positions are available. Benefits include 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, and Employee Discount Program.

Carrier Enterprise is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. The company supports a diverse and inclusive workplace and bases decisions on merit, qualifications, and competence.

Tips For Your Application To Carrier Enterprise

Lead your resume with HVAC-focused experience and remote support capability, highlighting any HVAC degrees and relevant certifications that match the must-have qualifications.

Show you can prove the must-have skills by detailing your experience with computer-based support systems and CRM tools, and by giving concrete examples of resolving escalations and guiding warranty claims to resolution.

Be ready for interviews by discussing your ability to read schematics, perform remote diagnostics, and explain technical concepts clearly over phone or chat. You may be asked to describe how you use data from CRM reports to keep customers updated and to justify decisions.

Have a thoughtful question prepared for the interview, for example: how the team currently uses AI or RPA tools to support ticket handling and what training is available to stay current with product updates.

How To Apply For This Orlando HVAC Support Role

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.