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Emergency Technical/Customer Service… at Helpware · Augusta
Skills
Job Description
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 critical situations.
What You’ll Do
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.
What We’re Looking For
Education & Experience
High School Diploma or equivalent required
Additional education or training in a technical or related field is an advantage
Minimum of 1 year experience in customer service, technical support, help desk, call center, or similar roles
Prior experience handling inbound customer calls is preferred
Experience supporting customers in urgent, high-pressure, or crisis-related situations is an advantage
Strong proficiency in web-based applications and standard computer systems is required
Soft Skills (Critical for Response Operations)
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
Hard Skills
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
Work Setup & Expectations
May require availability during evenings, weekends, holidays, and extended hours during disaster activations.
Must have a reliable internet connection and suitable remote workspace.
Bring-Your-Own-Device (BYOD) setup applies; personal devices may be used during deployments and activations.
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.
Where This Role Is Based
Applicants must reside in one of the following approved hiring areas:
Atlanta or Augusta, Georgia
Raleigh or Greensboro, North Carolina
Nashville, Tennessee
Applications 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.
Additional Opportunities for Employment
Because 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.
Why Join This Program?
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.