Technical Support Representative L2 (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 Tier 2 Technical Support Representatives to support a specialized emergency response program. This role is intended for experienced technical support professionals who can provide advanced troubleshooting, resolve escalated technical issues, and support critical operations during emergency response events.

This is not a traditional full-time position. Team members will be engaged on a project basis and activated when support operations are required. Projects may last from several weeks to several months depending on the nature and duration of the emergency response effort.

The ideal candidate has strong troubleshooting skills, experience handling escalations, and the ability to work effectively in fast-paced, high-priority environments.

Key Responsibilities

• Serve as the primary escalation point for complex technical issues from Tier 1 support agents
• Perform advanced troubleshooting and root cause analysis
• Investigate and resolve software, system, account, and platform-related issues
• Analyze logs, reports, ticket history, and system data to identify technical problems
• Manage and update support tickets while ensuring timely resolution
• Collaborate with cross-functional teams including Operations, Product, Engineering, and Client Services
• Provide technical guidance, coaching, and mentorship to Tier 1 support representatives
• Document troubleshooting procedures, solutions, and best practices
• Contribute to the development and maintenance of internal knowledge bases
• Recommend process improvements to enhance customer experience and operational efficiency
• Support customers and internal teams during high-volume emergency response situations
• Ensure all assigned issues are resolved accurately and to customer satisfaction

Qualifications

Required

• Minimum of 2 years of Technical Support experience, including at least 1 year in a Tier 2, Escalations, Service Desk, Help Desk, or Advanced Technical Support role
• Experience handling escalated customer issues and complex troubleshooting scenarios
• Experience supporting customers through multiple channels including phone, email, chat, and ticketing systems
• Strong analytical and problem-solving skills
• Excellent written and verbal English communication skills
• Ability to work independently with minimal supervision
• Comfortable working in urgent, time-sensitive environments
• 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 with incident management processes
• Experience working with CRM platforms and ticketing systems
• Experience analyzing system logs, reports, and technical documentation
• SQL knowledge or experience with database queries
• Experience supporting SaaS, cloud-based applications, or enterprise platforms

Technical Skills

• Advanced troubleshooting and diagnostic skills
• Experience with CRM and ticket management systems
• Ability to analyze logs, reports, and system-generated data
• Knowledge of SQL or similar database query languages preferred
• Strong documentation and technical communication skills
• Ability to translate technical concepts into customer-friendly language

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
• Rapid deployment may be required during emergency events
• Project durations may range from 3 to 6 months or longer depending on operational needs
• Activation schedules may vary based on emergency response requirements

What We're Looking For

• Self-sufficient technical professionals
• Strong troubleshooters who can identify root causes quickly
• Individuals who remain calm under pressure
• Team players who can support and mentor Tier 1 agents
• Professionals who can adapt to changing priorities during emergency response operations
• Candidates available for rapid deployment when activated

If you are an experienced technical support professional seeking flexible project-based opportunities and thrive in solving complex technical issues, we encourage you to apply.

Benefits:

• Work from home

Application Question(s):

• What's your previous and expected salary?
• Are you familiar with how independent contractor or freelance setup works?

Experience:

• SQL or similar database query languages preferred: 1 year (Preferred)
• CRM and ticket management systems: 1 year (Required)
• Tier 2 escalations/tech support: 2 years (Required)

Language:

• English (B2 and above) (Required)

Location:

• Manila (Required)

Work Location: Remote