Title:  Support Engineer

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 is a leading provider of Ocean Transportation Rate Management Systems and Ocean Publishing Services.  The systems and services that Descartes supplies to VOCCs, NVOCCs, shippers, and other ocean intermediaries allows them to maintain global rate repositories, manage allocation, and maintain detention and demurrage charges.  Descartes GPM Expertise Center is responsible for providing customer support for internal and external Global Pricing Manager (GPM) customers.

As a member of the GPM Expertise team, you will provide application support, prioritize bug fixes, generate reports, and manage customer expectations.  Additionally, you will be expected to participate in SCRUM meetings and assist with the scheduling of software releases.  Except for critical issues, the normal support hours are between 0800 to 1800 Manila time.

RESPONSIBILITIES:
 

• Provide customer assistance to external and internal customers via phone, e-mail, Chat, and Descartes’ support portal
• Troubleshoot and diagnose reported issues
• Proactive application monitoring
• Maintain customer contact and incident information within ticketing application
• Follow and write procedural and diagnostic documentation
• Provide application support
• Prioritize bug fixes
• Assist with the scheduling and notification of pending software releases
• Participate in SCRUM calls
• Maintain departmental Key Performance Indicators (KPIs)
• Ensure proper call ticket escalation
• Report generation

REQUIREMENTS:

• Bachelor’s degree or equivalent work experience
• Minimum of 2 years’ experience working in application support environment
• Strong analytical, clerical, organizational, problem-solving, and project management skills
• Ability to multi-task and prioritize effectively
• Able to work as a team member and independently
• Ability to follow instructions
• Detailed oriented
• Strong German and English verbal and written communication skills
• Must work well under pressure to meet the time sensitive demands of our customers
• Ability to work under pressure to meet both short and long-term deadlines
• Service oriented and solution driven
• Must be computer literate and have a working knowledge of Word, Excel, and PowerPoint

Additional Consideration:

• Previous Help Desk Experience
• Knowledge of ocean carrier operations
• Rate management experience
• Supply Chain Management experience
• Freight audit experience
• Knowledge of SQL scripting
• Database experience, including Informix and SQL Server
• SAP CRM experience is highly preferred
• Ability to learn quickly through real time training within a production environment
• Proficient with Microsoft Office products, including spreadsheets

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.