Emergency Technical/Customer Service Representative

Helpware is seeking an Emergency Technical/Customer Service Representative for a contract position in Nashville, TN. This on-site opportunity invites dedicated professionals ready to provide rapid, high-stakes support that blends technical problem-solving with exceptional customer care.

Position Summary

As an Emergency Technical/Customer Service Representative with Helpware in Nashville, TN, you will act as the frontline responder for urgent technical disruptions and customer escalations. Operating in a contract capacity at our Nashville location, you will prioritize incidents, communicate clearly under pressure, and restore normal operations as quickly as possible. The role demands calm decision-making, precise troubleshooting, and a customer-first mindset so that every interaction leaves clients informed and supported. You will contribute to seamless service delivery while collaborating with internal teams to prevent recurrent issues.

Key Responsibilities

• Answer and triage emergency technical support requests and customer inquiries in real time
• Diagnose system, application, or equipment problems using established escalation protocols
• Guide customers step-by-step through temporary workarounds and permanent fixes
• Document incident details, resolution steps, and follow-up actions accurately in support systems
• Coordinate with specialized technical teams when deeper intervention is required
• Monitor open emergency tickets to ensure timely closure and customer updates
• Identify recurring patterns and recommend process improvements to reduce future urgency volume

What You Bring

• Solid background in technical support combined with direct customer service experience
• Proven ability to remain composed and solution-oriented during time-sensitive situations
• Strong verbal and written communication skills that translate complex issues into clear guidance
• Familiarity with common operating systems, networking basics, and troubleshooting methodologies
• Excellent active-listening and empathy skills when addressing frustrated or urgent customers
• Capacity to work independently yet escalate appropriately within a structured support environment
• Detail-oriented approach to logging and reporting ownership of each emergency case

Working at Helpware

Helpware is hiring for this role and offers a supportive team environment where contract team members can apply their emergency technical and service expertise alongside dedicated colleagues in Nashville, TN.

Next Steps

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.