[Remote] Emergency Technical/Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Helpware is seeking empathetic, customer-focused Technical Support Representatives for a U.S.-based Disaster Response Program. The role involves providing urgent assistance to individuals during emergencies, blending customer service with basic technical troubleshooting.

Responsibilities

• Serve as the first point of contact for customers seeking support related to disaster response and recovery services
• Handle inbound calls while delivering exceptional customer service and demonstrating empathy, patience, and professionalism
• Assist customers with navigating online platforms, applications, and support systems
• Troubleshoot basic technical and account-related issues using available tools, knowledge bases, and FAQs
• Manage help desk software and ticketing systems
• Accurately document customer interactions, resolutions, and follow-up actions
• Research customer inquiries using internal resources and documentation
• Provide information regarding programs, services, and available support options
• Escalate complex technical issues or sensitive situations to Tier 2 Support when appropriate
• Stay current on operational updates, process changes, and disaster response procedures
• Support increased service demands during disaster activations and emergency response periods
• May be placed on an on-call schedule during active disaster events and emergency response periods
• Must be able to respond promptly when operational support is needed

Skills

• High School Diploma or equivalent required
• Minimum of 1 year experience in customer service, technical support, help desk, call center, or similar roles
• Strong proficiency in web-based applications and standard computer systems is required
• Strong commitment to service during urgent and high-impact situations
• High level of empathy, patience, and active listening, especially during distressing interactions
• Ability to remain calm, focused, and professional in fast-moving and high-stress environments
• Strong critical thinking and rapid problem-solving skills under pressure
• Highly organized with the ability to prioritize tasks in shifting and time-sensitive conditions
• Excellent verbal and written communication skills
• Adaptable, resilient, and able to perform effectively in evolving operational demands
• Strong basic computer navigation and troubleshooting ability
• Experience using CRM systems, ticketing platforms, or customer support tools
• Ability to efficiently manage multiple systems during active response periods
• Capable of explaining technical or procedural information clearly to non-technical users
• Familiarity with knowledge base articles, emergency procedures, FAQs, and support documentation
• Must have a reliable internet connection and suitable remote workspace
• Must be willing to work U.S. East Coast schedules
• Must be available for on-call disaster response support
• Flexibility, reliability, and responsiveness are required due to the nature of emergency work
• Prior experience handling inbound customer calls
• Experience supporting customers in urgent, high-pressure, or crisis-related situations
• Additional education or training in a technical or related field

Company Overview