Title:  Customer 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. 

Customer Support Representative (Customer Support)
(Full-Time position)

POSITION SUMMARY
 

Descartes’ Expertise centres are the core part of Descartes Customer Support.  Customer Support representatives in each Regional Expertise Centre are subject matter experts for the products associated with their centre and work with other Regional Expertise Centres, 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 centre is the first stop for the right answer.

We currently have an open position for a Customer Support Representative in an Expertise Centre, responsible for supporting our products, PEOPLEVOX and SELLERCLOUD, which are part of our expanding e-commerce suite.
We currently have an open position for a Customer Support Representative in an Expertise Centre, responsible for supporting our Peoplevox product, which is part of our expanding e-commerce suite.  We have a wide range of clients worldwide, including Europe, Australia, and North America. 

As a Customer Support Representative, you will work on customer tickets in accordance with Descartes’ SLAs.  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 collaborate with other teams, including R&D and QA.

The successful applicant will be based out of our office in Makati, Philippines or work from home.
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Expertise Centre hours of business are 05:00 to 17:00 PHST, with shifts.  05:00-20:00 PHST organised in three rotating shifts.  

RESPONSIBILITIES  

• Solving and replying in English to support tickets raised by external users of an application (Clients) and internal users (e.g. other department members).
• Analysing root causes and identifying resolutions for production issues with an application or infrastructure.
• Creating and updating documentation.
• Helping testers test the system.
• Reproducing and documenting bugs.
• Strict cooperation with other departments.

GENERAL SKILLS AND ATTITUDE 

• Problem-solving skills.
• Knowledge and skills in most application layers: database (SQL), data access and data analysis, business logic, UI.
• Excellent communication skills (verbal and written).
• You are proficient in English (written and spoken)
• Additional language skills preferable  
• Positive (can-do) attitude.
• Useful if experiences in the following technologies: AWS, MS SQL Server, MySQL, RabbitMQ, SOAP, REST
• Knowledge of or affinity with E-Commerce / Logistics solutions and processes is considered an advantage, but not essential.
• You are able to and willing to work under pressure to meet deadlines.
• You have a high standard of quality.
• You are customer-focused;
• You possess strong communication and documentation skills.
• You are service-oriented and solution-driven;
• You possess highly developed problem-solving skills.

LOCATION
You will be working most of the time, or remotely from our Makati office, as requested. 

OFFER

We are a rapidly growing organisation in an international environment.  We offer an attractive compensation package, a flexible, casual work environment, and mentorship and on-the-job training to support your personal growth. You will have an opportunity to contribute new ideas, and we welcome your fresh perspective.
    

AGENCY CALLS WILL NOT BE ACCEPTED.

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.