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.
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Serve as the first point of contact for customers seeking support related to disaster response and recovery services.
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Handle inbound calls while delivering exceptional customer service and demonstrating empathy, patience, and professionalism.
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Assist customers with navigating online platforms, applications, and support systems.
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Troubleshoot basic technical and account-related issues using available tools, knowledge bases, and FAQs.
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Manage help desk software and ticketing systems.
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Accurately document customer interactions, resolutions, and follow-up actions.
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Research customer inquiries using internal resources and documentation.
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Provide information regarding programs, services, and available support options.
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Escalate complex technical issues or sensitive situations to Tier 2 Support when appropriate.
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Stay current on operational updates, process changes, and disaster response procedures.
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Support increased service demands during disaster activations and emergency response periods.
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May be placed on an on-call schedule during active disaster events and emergency response periods.
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Must be able to respond promptly when operational support is needed.
Qualifications
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High School Diploma or equivalent required.
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Additional education or training in a technical or related field is an advantage.
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Minimum of 1 year experience in customer service, technical support, help desk, call center, or similar roles.
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Prior experience handling inbound customer calls is preferred.
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Experience supporting customers in urgent, high-pressure, or crisis-related situations is an advantage.
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Strong proficiency in web-based applications and standard computer systems is required.
Requirements
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Strong commitment to service during urgent and high-impact situations.
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High level of empathy, patience, and active listening, especially during distressing interactions.
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Ability to remain calm, focused, and professional in fast-moving and high-stress environments.
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Strong critical thinking and rapid problem-solving skills under pressure.
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Highly organized with the ability to prioritize tasks in shifting and time-sensitive conditions.
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Excellent verbal and written communication skills.
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Adaptable, resilient, and able to perform effectively in evolving operational demands.
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Strong basic computer navigation and troubleshooting ability.
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Experience using CRM systems, ticketing platforms, or customer support tools.
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Ability to efficiently manage multiple systems during active response periods.
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Capable of explaining technical or procedural information clearly to non-technical users.
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Familiarity with knowledge base articles, emergency procedures, FAQs, and support documentation.
Benefits
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May require availability during evenings, weekends, holidays, and extended hours during disaster activations.
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Must have a reliable internet connection and suitable remote workspace.
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Bring-Your-Own-Device (BYOD) setup applies; personal devices may be used during deployments and activations.
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Must be willing to work U.S. East Coast schedules.
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Must be available for on-call disaster response support.
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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.
