Virtual Help Desk Agent

Stantec Logo
Stantec
United States (Remote)
  • Software
  • FlexTime
  • FullTime
  • Seasonal
  • Weekends
  • Applications have closed

Stantec Inc. is a global design and consulting firm that provides professional services in architecture, engineering, environmental sciences, project management, and consulting. While Stantec operates worldwide, it has a significant presence in the United States, serving a wide range of sectors including infrastructure, transportation, water, energy, and buildings.

About The Role

We are looking for a detail-oriented and customer-focused Virtual Help Desk Agent to join our dynamic Customer Support department. As a Virtual Help Desk Agent, you will be the first point of contact for customers seeking assistance, providing them with thoughtful and effective support. This is a full-time, hourly position that requires strong communication skills in English and a genuine commitment to delivering exceptional customer experiences.

What You’ll Do

  • Respond promptly to customer inquiries received through email, live chat, or phone calls.
  • Diagnose and troubleshoot technical or non-technical issues reported by customers.
  • Collaborate with internal teams to resolve escalated issues and ensure seamless support.
  • Document all customer interactions, troubleshooting steps, and solutions in the CRM system.
  • Provide guidance and product knowledge to customers to enhance their user experience.
  • Identify recurring issues and propose solutions to improve general support processes.
  • Maintain a positive and empathetic attitude while addressing customer concerns.
  • Meet or exceed customer service metrics, such as response time and satisfaction scores.

Qualifications

  • Fluency in English, both written and verbal, with excellent communication skills.
  • Previous experience in customer support, help desk, or a related role is preferred.
  • Strong problem-solving skills and the ability to remain calm under pressure.
  • Tech-savvy with the ability to quickly learn and navigate support systems and tools.
  • Exceptional attention to detail and organizational skills for accurate case documentation.
  • Ability to work independently in a remote environment, managing time effectively.
  • Availability to work flexible hours, including evenings, weekends, or holidays as needed.

The pay range for this role is:
22 – 26 USD per hour(Remote (United States))

Apply for job