Helpware

Role Description The PCloud Technical Support Engineer (L2) is responsible for ensuring the security and availability of the Privilege Cloud (PAM-as-a-Service) environment. This role focuses on the infrastructure supporting the Vault, management of sessions, and web access portals. - Perform deep-dive troubleshooting on Privilege Cloud components: Web Portal, Password Manager, and Session Manager. - Analyze Cloud and Component logs to resolve complex integration, connectivity, and session recording issues. - Manage and rotate privileged credentials across Windows, Linux, and Database platforms. - Provide technical guidance to Enterprise IT teams on Vaulting best practices and secure access workflows. - Collaborate with Engineering and Global Support to report and test patches for SaaS-based PAM environments. Qualifications - 3+ years of experience in Systems Administration or L2 Technical Support (Enterprise level). - Solid experience with Windows Server (2016/2019/2022) and Windows Clustering / Network Load Balancing (NLB) Administration. - Experience working with Linux or Unix Operating Systems (Command line proficiency). - Proficiency in TCP/IP, DNS, and Firewall configurations to ensure SaaS-to-On-Prem connectivity. - Ability to perform root-cause analysis using Event Viewer, PowerShell, and system logs. - Computer Science education and/or relevant technical certifications (Microsoft, Security+, etc.). - English Level: C1 Company Description

• Perform deep-dive troubleshooting on Privilege Cloud components: Web Portal, Password Manager, and Session Manager. • Analyze Cloud and Component logs to resolve complex integration, connectivity, and session recording issues. • Manage and rotate privileged credentials across Windows, Linux, and Database platforms. • Provide technical guidance to Enterprise IT teams on Vaulting best practices and secure access workflows. • Collaborate with Engineering and Global Support to report and test patches for SaaS-based PAM environments.

• Own the production, quality, and competitiveness of inbound and outbound bid responses. • Work directly with sales leadership, division heads, pricing, and legal to convert qualified opportunities into signed contracts. • Lead end-to-end response on RFPs, RFIs, RFQs, security questionnaires, vendor risk assessments, and unsolicited proposals. • Translate technical capabilities across Helpware's four divisions into client-specific value propositions. • Coordinate input from sales, operations, pricing, legal, security, and HR to assemble compliant, on-brand responses. • Maintain and improve the proposal content library, boilerplate, and response templates. • Partner with marketing & enablement on case study development, capability statements, and one-pagers.

Role Description 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. - 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. Qualifications - 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. Requirements - 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. - 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. Benefits - 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. Company Description 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.

Role Description Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handles complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and client concerns. Primary Responsibilities - Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis. Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives. - Acts as operations prime in the absence of Operations Managers related to management of day-to-day operations, including but not limited to stakeholder management to facilitate issue resolution and ensuring that client KPIs, goals, and targets are met. - Acts as a liaison for both internal and external groups for program initiatives. Helps create, launch and drive critical account initiatives and programs. - Be a mentor to other Team Leaders; acts as a catalyst for Peer-to-Peer Development. - Supports complex and/or multiple products/LOB's/queues and/or manages and/or supports resolution/escalation/coach teams and other specialized functions. - Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition. Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and/or spikes in call volumes. - Ensures that all Company and/or Client updates are cascaded to all individuals in the program by conducting regular meetings with Team Leads. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality. - Liaisons with Top Management and the Client regarding the program's performance. Analyzes the necessary information (i.e. top and bottom performing teams/agents) and translates this to tangible and relevant data on program performance. - Facilitates on-boarding of new team members including Operations Orientation. Qualifications - 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and/or Marketing and Sales and/or Technical support operations. - Working knowledge of call center operations and organization required. - Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred. - Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software/systems (i.e. CMS/IEX, NICE, VERINT, etc.). - Supervisory and people-management skills. - Project management skills. - Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills; adaptive to changing work schedules and working hours. - Active listening skills. - Operates with minimal supervision. - Customer orientation. - Time Management and Multitasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills. - Presentation Skills.

• Helping transfer calls between patients/pharmacies/doctors. • Become an expert on the product, knowing all the specifics of its functioning. • Provide first-level support to customers via email and/or chat in a timely and professional manner. • Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. • Maintain a positive, empathetic, and professional attitude toward customers at all times. • Work on creating, updating, or adjusting customer accounts by documenting personal information. • Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties. • Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms. • Process and prepare information for auditing and reporting purposes. • Update internal and customer-facing knowledge bases. • Convert clients' feedback into feature requests for the development of the product. • Escalate unresolved issues to Tier 2 support or relevant departments, while maintaining ownership of the case until resolution. • Effectively communicate technical information to non-technical users. • Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps. • Ability to thrive in a fast-paced, dynamic environment with frequent changes. • Open to working all shifts as needed by the business.

• Providing top-notch customer service via phone, email, and social media • Resolving customer issues and ensuring buyers and sellers receive their tickets and payments on time • Advising customers on guarantees, fulfillment assistance, refunds, payments, purchases, and account issues • Maintaining high individual and team performance metrics • Serving as a community advocate for the Client’s partners

• Support coordination of company equipment deliveries and returns • Communicate with logistics providers • Create shipments and track inventory and equipment movements • Assist with purchase requests, order tracking, and communication with vendors • Manage basic requests in corporate tools (Email, Microsoft Teams) • Update internal trackers and send company-wide communications using templates • Maintain regular reports (Birthday, Anniversary, Probation, etc.) • Perform data entry and ensure accuracy and consistency in internal systems • Support internal communications and track employee participation in gift programs • Update internal databases, maintain records, and ensure all documentation is accurate • Assist HR in tracking employee participation and monitoring progress • Provide day-to-day administrative support including data entry and reporting • Support coordination of branded merchandise and related activities

Role Description Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handles complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and client concerns. Primary Responsibilities - Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis. Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives. - Act as operations prime in the absence of Operations Managers related to management of day-to-day operations, including but not limited to, stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met. - Act as a liaison for both internal and external groups for program initiatives. Help create, launch and drive critical account initiatives and programs. - Be a mentor to other Team Leaders; Act as a catalyst for Peer-to-Peer Development. - Support complex and/or multiple products/LOB's/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions. - Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition. Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and/or spikes in call volumes. - Ensures that all Company and/or Client updates are cascaded to all individuals in the program by conducting regular meetings with Team Leads. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality. - Liaisons with Top Management and the Client regarding the program's performance. Analyzes the necessary information (i.e. top and bottom performing teams/agents) and translates this to tangible and relevant data on program performance. - Facilitate on-boarding of new team members including Operations Orientation. Qualifications - 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and/or Marketing and Sales and/or Technical support operations. - Working knowledge of call center operations and organization required. - Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred. - Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software/systems (i.e. CMS/IEX, NICE, VERINT, etc.). - Supervisory and people-management skills. - Project management skills. - Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills; Adaptive to changing work schedules and working hours. - Active listening skills. - Operates with minimal supervision. - Customer orientation. - Time Management and Multitasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills. - Presentation Skills.

Role Description - Customer Support Representatives will do the following: - Become an expert on the product, knowing all the specifics of its functioning. - Provide first-level support to customers via email and/or chat in a timely and professional manner. - Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. - Maintain a positive, empathetic, and professional attitude toward customers at all times. - Work on creating, updating, or adjusting customer accounts by documenting personal information. - Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties. - Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms. - Process and prepare information for auditing and reporting purposes. - Update internal and customer-facing knowledge bases. - Convert clients' feedback into feature requests for the development of the product. - Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution. - Effectively communicate technical information to non-technical users. - Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps. - Other related tasks assigned by managers of the Clients. - They will handle calls. Qualifications - B2 English - Call center experience