Emergency Technical/Customer Service Representative

Helpware • Raleigh, NC

4d • Remote

About The Position

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 critical situations.

Requirements

• 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 basic computer navigation and troubleshooting ability
• Ability to efficiently manage multiple systems during active response periods
• Capable of explaining technical or procedural information clearly to non-technical users

Nice To Haves

• Additional education or training in a technical or related field is an advantage
• Prior experience handling inbound customer calls is preferred
• Experience supporting customers in urgent, high-pressure, or crisis-related situations is an advantage
• Experience using CRM systems, ticketing platforms, or customer support tools
• Familiarity with knowledge base articles, emergency procedures, FAQs, and support documentation

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.

Benefits

• Make a meaningful impact by supporting individuals and communities during critical times.
• This role is ideal for professionals who enjoy helping others, thrive in dynamic environments, and want to develop skills in customer support, crisis communication, and technical troubleshooting while contributing to a mission-driven team.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED