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.

QUALIFICATIONS

• Fluent in English with excellent written and verbal communication skills.
• Previous experience in a customer service or help desk role preferred.
• Ability to diagnose technical problems and provide clear, solution-oriented guidance.
• Comfortable working independently in a remote environment with reliable internet access.
• Strong multitasking and organizational skills to manage multiple inquiries simultaneously.
• Familiarity with ticketing systems, CRM platforms, or help desk tools is a plus.
• Empathy and patience in handling customer inquiries, especially during challenging interactions.

ABOUT THE ROLE

We are seeking a dedicated and customer-focused Help Desk Representative to join our dynamic Customer Support team. This is a remote, full-time, hourly position, perfect for someone who thrives on assisting customers and resolving technical or service-related inquiries. As the first point of contact for our clients, you will play a crucial role in delivering exceptional service experiences that reflect our commitment to customer satisfaction.

WHAT YOU’LL DO

• Provide prompt, professional, and accurate support to customers via email, phone, and live chat in English.
• Diagnose and troubleshoot technical issues, escalating complex problems to higher-level support when necessary.
• Document customer interactions, technical issues, and resolutions within the company’s support ticketing system.
• Identify and report recurring customer issues to help improve product offerings or customer processes.
• Assist customers with account setup, navigation, and usage of company tools or services.
• Stay up-to-date with company policies, product updates, and best practices to ensure accurate communication.
• Collaborate with cross-functional teams to resolve customer concerns and improve overall customer satisfaction.