[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