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Contract
high school
Posted 41d ago
~40 hrs/week
Remote in Atlanta, Georgia, United States, Augusta, Georgia, United States, Greensboro, North Carolina, United States, Nashville, Tennessee, United States
Responsibilities
Serve as the first point of contact for individuals seeking urgent assistance during disaster response and recovery efforts. Handle inbound calls, troubleshoot basic technical issues, and document interactions within help desk software.
Requirements
Requires a high school diploma and at least one year of experience in customer service or technical support. Candidates must reside in specific US locations and be available for on-call work during emergency activations.
Full 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.
Delivering business transformation through AI-enabled BPM: measurable results, human expertise.
Industry
Outsourcing/Offshoring
Company size
1,001-5,000 employees
Founded
2015
Headquarters
Lexington, Kentucky
LinkedIn followers
18,053
Helpware is built to help the world’s most innovative brands scale faster, smarter, and more sustainably. We combine the precision of AI-enabled BPM with the dedication of world-class teams to deliver measurable results across customer experience, technology, and growth marketing. Our approach is simple: the right people, the right process, powered by the right technology, working seamlessly to transform your business.
Offices: 110 W Vine St, 5th Floor Ste 17, Lexington, Kentucky 40507, US · 548 Market St, San Francisco, California 94104-5401, US · Kiev, Ukraine 04070, UA · 26th McKinley Parkway, Metro Manila, Taguig 1630, PH · Avenida de las Américas 1254, 16th floor, Guadalajara, Jalisco 44610, MX
BPMBPOAI transformationOutsourced customer serviceCustom software developmentand Digital transformationAccountingSoftwareDeveloper APIsData Collection and Labeling
How much do Security & Safety jobs in North Carolina pay?
Based on 1029 listings with disclosed salaries, most security & safety jobs in North Carolina pay between $55k–$158k per year. Individual offers vary with seniority, company size, and specialization.
How many Security & Safety jobs are open in North Carolina right now?
There are currently 4,909 open security & safety positions in North Carolina listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Security & Safety roles in North Carolina?
Companies currently hiring include Allied Universal, North Carolina Department of Environmental Quality, The GEO Group, Inc., American Addiction Centers, Truist, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Security & Safety jobs in North Carolina?
Yes — 480 of the 4909 open security & safety positions offer remote or hybrid work (146 remote, 334 hybrid).
How do I apply for Security & Safety jobs in North Carolina?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.