Title:  Expertise Centre Support Agent

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. 

As a Customer Support Agent, you will support our UK and EU customers using Descartes’ SaaS and on-site software applications across the Customs, Freight Forwarding, and HMRC reporting domains.

You’ll play a vital role in ensuring customer success by providing Support, managing incidents and service requests, and working closely with internal teams to resolve issues efficiently.  This role is home-based and reports to the Expertise Centre Manager.

After six months, you’ll also participate in an on-call support rota to assist customers outside normal office hours.

Key Responsibilities

• Support for customer-reported issues via portal, email, live chat, and phone
• Log, manage, and maintain accurate support ticket and customer interaction records
• Troubleshoot application issues and provide effective solutions to minimise customer disruption
• Proactively keep customers informed on progress and resolution statuses
• Collaborate with internal teams, including R&D, Professional Services, and Sales, to ensure timely case resolution
• Build and strengthen trusted, long-term customer relationships

What We’re Looking For

We value aptitude and mindset as much as experience.  You don’t need to tick every box to apply.

Core Skills & Experience

• Experience in customer service or application support
• Strong analytical and problem-solving abilities
• Excellent written and verbal communication skills
• Ability to work independently while contributing positively to a team
• High attention to detail and strong organisational skills
• Comfort multitasking in a fast-paced support environment

Must Have 

• Experience supporting commercial software applications
• Exposure to systems administration or operational support activities
• Understanding of customs procedures, supply chain processes, or the commercial transport industry
• SQL databases
• CRM systems

Aptitudes We Value (Descartes 5+2 Model)

We’re especially interested in candidates who demonstrate:

• Smarts – ability to quickly understand systems and customer challenges
• Curiosity – interest in technology, automation, and continuous improvement
• Coachability – openness to feedback and learning
• Work Ethic – reliability and commitment to delivering quality support
• Track Record – evidence of following through and getting results
• Responsibility – ownership of customer issues from start to resolution
• Honesty – transparent, ethical communication with customers and colleagues

Why Join Us

• Be part of a global, mission-driven technology company
• Work with supportive, knowledgeable teammates across regions
• Gain exposure to customs, trade compliance, and logistics technology
• Flexible working (home-based or office-based)
• Opportunities to learn, grow, and build a long-term career at Descartes

Please note that any offer of employment will be subject to the successful completion of a satisfactory Disclosure and Barring Service (DBS) check.

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. 

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. 

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