Technical Support Representative

Descartes Unites the People and Technology that Move the World

The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed.

We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what’s most important to them. Learn more at www.descartes.com.

We’re growing fast and invite you to join our amazing team.

Position Summary

Descartes’ Expertise centers are the core part of Descartes Customer Support. Customer Support representatives in each Regional Expertise Center are subject matter experts for the products associated to their center and work with other Regional Expertise Centers enabling us to provide ‘Follow the Sun’ service and redundancy when possible. When an opportunity arises, or a customer has a question about the products they use, the applicable expertise center is the first stop for the right answer.

We currently have an open position for a Technical Support Representative in an Expertise Center, responsible for the support of our Sellercloud product which is part of our expanding e-commerce suite. We have a wide range of clients across the globe including Europe, Australia, and North America.

As Technical Support Representative, you will work on customer tickets according to Descartes’ SLA’s. You will be responsible for handling the incoming tickets from the ticketing system including emails, chats and phone. You will investigate client issues related to the warehouse processes, database data and integrations. You will also create documentation and record existing issues. You will cooperate with other teams such as R&D and QA.

The successful applicant will be based out of our office Manila, Philippines or work from home.

Responsibilities

• Respond to clients' questions via email, phone, or chat using the resources provided by the company.
• Answer phones and converse with clients in a courteous, understanding, and respectful manner.
• Create and assign tickets based on the issue and nature of the phone call.
• Resolve clients' problems related to the service or technical support; process all information accurately using the available resources.
• Report all tasks or problems accurately to the supervisor/manager via email, chat, or phone.
• Utilize all resources available and seek help from the support staff if necessary.
• Escalate unresolved issues to the next level of technical support.
• Perform relevant tasks within the assigned time and meet deadlines.
• Adhere to the company's processes and procedures.
  
  

Skills And Experience Required

• Problem-solving skills.
• Strong professional communication skills with fluency in written and spoken English.
• Secondary education or higher
• Proficient computer skills, including MS Word, MS Excel, and MS PowerPoint.
• Enthusiasm, motivation, and a desire to quickly learn our products.
• Willingness to take responsibility and accountability for issues.
• Commitment to ensuring customer success.
• Analytical and problem-solving skills.
• Strong organizational and time management skills.
• Previous experience in customer service and/or technical support or e-commerce.
• Expertise Center hours of business are between 05:00-17:00 PHST, organized in shifts.
  
  

LOCATION & WORKING SHIFT:

• The successful applicant will be based out of our office in Makati, Philippines, with the flexibility to work from home at times.
• Expertise Center hours of business are between 05:00-17:00 PHST organized in shifts.
  
  

Join Us

As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory.

Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact .  Join a team that’s committed to working with customers to conserve resources and enhance sustainability.

If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience.

Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. We value the safety of each member of our community because we know we're all in this together.

We are an Equal Employment employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com .