Technical Support Representative (Emergency Response Program) – Independent Contractor (Wfh)

Employment Type: Independent Contractor / Freelance
Schedule: On-Call, Project-Based
Equipment Requirement: Must provide own computer equipment and stable internet connection

About Helpware

Helpware is a technology-driven company that provides Customer Experience and Operational Support for modern businesses worldwide. We leverage empowered teams, innovative solutions, and technology to deliver exceptional service to our clients across multiple industries.

About the Opportunity

Helpware is building a talent pool of Technical Support Representatives to support a specialized emergency response program. This role is designed for professionals who can be deployed quickly when emergency situations arise, including natural disasters, fire-related incidents, environmental events, and other large-scale emergencies.

This is not a traditional full-time position. Team members will be engaged on a project basis and activated when support operations are required. Project durations may range from several weeks to several months depending on client needs and emergency response requirements.

We are looking for adaptable, reliable, and technically capable professionals who are comfortable working in fast-paced environments and assisting customers during critical situations.

Key Responsibilities

• Provide technical and customer support through phone, email, chat, and ticketing platforms
• Handle customer inquiries related to emergency response services and operations
• Troubleshoot basic technical issues using internal knowledge bases and documentation
• Create, update, and manage support tickets accurately
• Document customer interactions and resolutions
• Research and resolve customer concerns using available resources
• Escalate complex issues to higher-level support teams when necessary
• Maintain professionalism and empathy while assisting customers in urgent situations
• Adhere to client processes, security requirements, and service standards

Qualifications

Required

• At least 1 year of Technical Support, Customer Support, Help Desk, Service Desk, or related experience
• Experience supporting customers through multiple channels (voice, email, chat, and ticketing systems)
• Strong written and verbal English communication skills
• Excellent problem-solving and troubleshooting abilities
• Ability to work independently with minimal supervision
• Comfortable handling urgent or time-sensitive customer situations
• Willingness to work on an on-call and project-based arrangement
• Ability to begin work on short notice when activated

Preferred

• Experience supporting customers in insurance, claims, disaster recovery, restoration services, utilities, environmental services, emergency response, property management, construction, or related industries
• Experience using CRM platforms, ticketing systems, or help desk software
• Prior experience supporting customers during service disruptions, emergency situations, or incident management processes

Technical Requirements

• Personal desktop or laptop suitable for remote work
• Reliable high-speed internet connection
• Noise-free workspace
• Backup internet solution preferred

Work Arrangement

• Remote work setup
• Independent Contractor / Freelance engagement
• On-call deployment based on client requirements
• Activation schedules may vary depending on emergency events and operational demand
• Project durations may range from 3 to 6 months or longer depending on business needs

What We're Looking For

• Individuals who remain calm under pressure
• Strong communicators with a customer-first mindset
• Professionals who can adapt quickly to changing situations
• Team members who are dependable and available for rapid deployment when needed

If you are looking for a flexible project-based opportunity and are comfortable supporting customers during critical situations, we encourage you to apply.

Benefits:

• Work from home

Application Question(s):

• Are you aware of how freelance or independent contractor set-up works?
• What's your previous and expected salary?

Experience:

• Customer service: 1 year (Required)

Language:

• English (B2 and above level) (Required)

Location:

• Manila (Required)

Work Location: Remote