{"schemaVersion":"jobsearcher.job.v1","id":"2d8ae86c7c36a99cef7ff791","url":"https://jobsearcher.com/jobs/2d8ae86c7c36a99cef7ff791","canonicalUrl":"https://jobsearcher.com/jobs/2d8ae86c7c36a99cef7ff791","title":"Emergency Technical/Customer Service Representative","description":"Who We Are Looking For\nWhen disasters strike, every moment matters.\nWe 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.\nThis 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.\nWe're looking for calm, clear communicators who stay composed under pressure and are driven by a genuine desire to help others in critical situations.\nWhat You'll Do\nServe as the first point of contact for customers seeking support related to disaster response and recovery services.\nHandle inbound calls while delivering exceptional customer service and demonstrating empathy, patience, and professionalism.\nAssist customers with navigating online platforms, applications, and support systems.\nTroubleshoot basic technical and account-related issues using available tools, knowledge bases, and FAQs.\nManage help desk software and ticketing systems.\nAccurately document customer interactions, resolutions, and follow-up actions.\nResearch customer inquiries using internal resources and documentation.\nProvide information regarding programs, services, and available support options.\nEscalate complex technical issues or sensitive situations to Tier 2 Support when appropriate.\nStay current on operational updates, process changes, and disaster response procedures.\nSupport increased service demands during disaster activations and emergency response periods.\nMay be placed on an on-call schedule during active disaster events and emergency response periods.\nMust be able to respond promptly when operational support is needed.\nWhat We're Looking For\nEducation & Experience\nHigh School Diploma or equivalent required\nAdditional education or training in a technical or related field is an advantage\nMinimum of 1 year experience in customer service, technical support, help desk, call center, or similar roles\nPrior experience handling inbound customer calls is preferred\nExperience supporting customers in urgent, high-pressure, or crisis-related situations is an advantage\nStrong proficiency in web-based applications and standard computer systems is required\nSoft Skills (Critical for Response Operations)\nStrong commitment to service during urgent and high-impact situations\nHigh level of empathy, patience, and active listening, especially during distressing interactions\nAbility to remain calm, focused, and professional in fast-moving and high-stress environments\nStrong critical thinking and rapid problem-solving skills under pressure\nHighly organized with the ability to prioritize tasks in shifting and time-sensitive conditions\nExcellent verbal and written communication skills\nAdaptable, resilient, and able to perform effectively in evolving operational demands\nHard Skills\nStrong basic computer navigation and troubleshooting ability\nExperience using CRM systems, ticketing platforms, or customer support tools\nAbility to efficiently manage multiple systems during active response periods\nCapable of explaining technical or procedural information clearly to non-technical users\nFamiliarity with knowledge base articles, emergency procedures, FAQs, and support documentation\nWork Setup & Expectations\nMay require availability during evenings, weekends, holidays, and extended hours during disaster activations.\nMust have a reliable internet connection and suitable remote workspace.\nBring-Your-Own-Device (BYOD) setup applies; personal devices may be used during deployments and activations.\nMust be willing to work U.S. East Coast schedules.\nMust be available for on-call disaster response support.\nFlexibility, reliability, and responsiveness are required due to the nature of emergency work.\nWhere This Role Is Based\nApplicants must reside in one of the following approved hiring areas:\nAtlanta or Augusta, Georgia\nRaleigh or Greensboro, North Carolina\nNashville, Tennessee\nApplications from individuals residing outside these locations or outside the United States will not be considered for this opportunity. These restrictions apply to this opportunity only. You may qualify for other Helpware openings.\nAdditional Opportunities for Employment\nBecause this role is activation-based, candidates with other jobs may still be considered. 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.\nWhy Join This Program?\nMake 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.","company":"Helpware","rawCompany":"helpware","city":"Franklin","state":"TN","isRemote":false,"isActive":false,"createdAt":"2026-06-29T01:50:20.956Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-5031.00","title":"Public Safety Telecommunicators","slug":"public-safety-telecommunicators"}],"industries":[{"code":"624230","title":"Emergency and Other Relief Services","slug":"emergency-and-other-relief-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Emergency Technical/Customer Service Representative","description":"Who We Are Looking For\nWhen disasters strike, every moment matters.\nWe 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.\nThis 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.\nWe're looking for calm, clear communicators who stay composed under pressure and are driven by a genuine desire to help others in critical situations.\nWhat You'll Do\nServe as the first point of contact for customers seeking support related to disaster response and recovery services.\nHandle inbound calls while delivering exceptional customer service and demonstrating empathy, patience, and professionalism.\nAssist customers with navigating online platforms, applications, and support systems.\nTroubleshoot basic technical and account-related issues using available tools, knowledge bases, and FAQs.\nManage help desk software and ticketing systems.\nAccurately document customer interactions, resolutions, and follow-up actions.\nResearch customer inquiries using internal resources and documentation.\nProvide information regarding programs, services, and available support options.\nEscalate complex technical issues or sensitive situations to Tier 2 Support when appropriate.\nStay current on operational updates, process changes, and disaster response procedures.\nSupport increased service demands during disaster activations and emergency response periods.\nMay be placed on an on-call schedule during active disaster events and emergency response periods.\nMust be able to respond promptly when operational support is needed.\nWhat We're Looking For\nEducation & Experience\nHigh School Diploma or equivalent required\nAdditional education or training in a technical or related field is an advantage\nMinimum of 1 year experience in customer service, technical support, help desk, call center, or similar roles\nPrior experience handling inbound customer calls is preferred\nExperience supporting customers in urgent, high-pressure, or crisis-related situations is an advantage\nStrong proficiency in web-based applications and standard computer systems is required\nSoft Skills (Critical for Response Operations)\nStrong commitment to service during urgent and high-impact situations\nHigh level of empathy, patience, and active listening, especially during distressing interactions\nAbility to remain calm, focused, and professional in fast-moving and high-stress environments\nStrong critical thinking and rapid problem-solving skills under pressure\nHighly organized with the ability to prioritize tasks in shifting and time-sensitive conditions\nExcellent verbal and written communication skills\nAdaptable, resilient, and able to perform effectively in evolving operational demands\nHard Skills\nStrong basic computer navigation and troubleshooting ability\nExperience using CRM systems, ticketing platforms, or customer support tools\nAbility to efficiently manage multiple systems during active response periods\nCapable of explaining technical or procedural information clearly to non-technical users\nFamiliarity with knowledge base articles, emergency procedures, FAQs, and support documentation\nWork Setup & Expectations\nMay require availability during evenings, weekends, holidays, and extended hours during disaster activations.\nMust have a reliable internet connection and suitable remote workspace.\nBring-Your-Own-Device (BYOD) setup applies; personal devices may be used during deployments and activations.\nMust be willing to work U.S. East Coast schedules.\nMust be available for on-call disaster response support.\nFlexibility, reliability, and responsiveness are required due to the nature of emergency work.\nWhere This Role Is Based\nApplicants must reside in one of the following approved hiring areas:\nAtlanta or Augusta, Georgia\nRaleigh or Greensboro, North Carolina\nNashville, Tennessee\nApplications from individuals residing outside these locations or outside the United States will not be considered for this opportunity. These restrictions apply to this opportunity only. You may qualify for other Helpware openings.\nAdditional Opportunities for Employment\nBecause this role is activation-based, candidates with other jobs may still be considered. 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.\nWhy Join This Program?\nMake 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.","datePosted":"2026-06-29T01:50:20.956Z","dateModified":"2026-06-29T01:50:20.956Z","hiringOrganization":{"@type":"Organization","name":"Helpware","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Franklin","addressRegion":"TN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"2d8ae86c7c36a99cef7ff791"},"url":"https://jobsearcher.com/jobs/2d8ae86c7c36a99cef7ff791"}}