Title:  Customer Service 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. 

In our office in ‘Region’ as a Service Support Engineer, you will assist in technical aspects of our Messaging Infrastructure for our Global Customers. You will be responsible for Customer Support, alert/incident management and propose enhancements where appropriate. You will ensure the quality of deliverables, provide technical documentation and knowledge transfer to all parties. You will interact closely with external parties, our Customers and internal teams such as our Global Implementation teams. You will work in a 24/7/365 shift regime: always day shifts but including weekends and public holidays. You will report to the Manager of Customer Support. 

Qualifications

• Monitor systems and resolve issues before customers notice 
• Provide support to customers via Customer Support Portal, LiveChat, phone and all tools provided 
• Provide root cause analysis for the product development team 
• Write procedures and document knowledge 
• Reduce incidents by completing pro-active and preventive support and maintenance 
• Maintenance of Linux and Windows servers  

Personality requirements and skills 

• Fluent English (both spoken and written) 
• Secondary School graduate or equivalent 

• Cooperative in a Team based setting 

• Maintain professional in high pressure situations 

• Ability to work independently 

• Available to work rotational shift work 

• Strong communication skills 

• Strong analytical and problem-solving skills 

• Basic IT knowledge: servers, OS, user rights, internet protocols 

• Knowledge of Microsoft Windows client and server systems, Microsoft applications such as, SQL Server, Internet Information Server, .NET server, XML Web services 

• Broad knowledge of ITIL 

• Basic knowledge of Linux/Unix platforms is considered an asset 

• Basic knowledge of security (proxies, firewalls, encryption, certificates) 

• Experience in delivering results with day-to-day systems administration, operational support activities and related projects 

• Knowledge of EDIFACT, ANSI and XML are considered an asset 

• Good understanding of the basic supply chain processes is considered an asset 
• Microsoft Office – basic 
• Microsoft SQL Server - basic 

Salary Range: $40.000 to $50.000 UY “Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.

Location: This is a hybrid position and will require the employee to come to our office in Montevideo 2 days per week.  We are a global organization using English as a primary language, job descriptions and communication available in the local languages where required. #LI-Hybrid.

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.