Helpware

Emergency Technical/Customer Service Representative

Augusta, GA

Sponsorship not specifiedDetected 14 days ago

CRMCustomer SupportResearchCommunicationProblem SolvingCritical ThinkingAdaptabilityOrganizational Skills

About the role

Who We Are Looking For When disasters strike, every moment matters. We are seeking empathetic, customer-focused Technical Support Representatives for a U.S.-based Disaster Response Program. You will be the first point of contact for individuals needing urgent assistance during natural or man-made emergencies, severe weather events, and recovery efforts.
This role blends compassionate customer service with basic technical troubleshooting. You will handle inbound calls, navigate systems, document interactions, and guide individuals to the support and information they need. We're looking for calm, clear communicators who stay composed under pressure and are driven by a genuine desire to help others in

Manage help desk software and ticketing systems.
Accurately document customer interactions, resolutions, and follow-up actions.
Provide information regarding programs, services, and available support options.
Escalate complex technical issues or sensitive situations to Tier 2 Support when appropriate.
Support increased service demands during disaster activations and emergency response periods.

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.
This opportunity may be a good fit for those seeking additional income, as long as they can complete required training and remain available during disaster response activations and peak operational periods.

You will be the first point of contact for individuals needing urgent assistance during natural or man-made emergencies, severe weather events, and recovery efforts.
This role blends compassionate customer service with basic technical troubleshooting.
Handle inbound calls while delivering exceptional customer service and demonstrating empathy, patience, and professionalism.
Troubleshoot basic technical and account-related issues using available tools, knowledge bases, and FAQs.
Research customer inquiries using internal resources and documentation.
Stay current on operational updates, process changes, and disaster response procedures.
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.

Looking For When disasters strike, every moment matters.
We are seeking empathetic, customer-focused Technical Support Representatives for a U.S.-based Disaster Response Program.
You will handle inbound calls, navigate systems, document interactions, and guide individuals to the support and information they need.
We're looking for calm, clear communicators who stay composed under pressure and are driven by a genuine desire to help others in critical situations.
Serve as the first point of contact for customers seeking support related to disaster response and recovery services.
Assist customers with navigating online platforms, applications, and support systems.

This listing is sourced directly from Helpware's careers page and normalized into a canonical job model.