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Title:  Application Customer Support (Help Desk)


Pittsburgh, PA, US, 15205

About Descartes: 

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 22,000 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 
We’re growing fast and invite you to join our amazing team. 

As a member of Descartes’ Global Trade Compliance Customer Support team, you will be working in a dynamic environment providing support to our customers 24x7. This position will require working standard business hours Monday through Friday, with occasional on-call weekend and evening support as requested by the manager.


•    Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
•    Resolve client issues relating to the timely filing of various country’s customs documentation via Descartes’ suite of compliancy applications.
•    Troubleshoot Descartes application issues reported by customers.
•    Maintain customer contact and incident information within ticketing application (SAP CRM).
•    Follow and develop procedural and diagnostic documentation.
•    Assist clients in the use of systems and applications.
•    Work with customers in establishing the appropriate expectation and response time.
•    Provide comprehensive first-tier phone support.
•    Ability to communicate in a professional manner.
•    Ensure proper call ticket escalation to internal departments.
•    Remaining flexible to changes in job duties, expectations, policies, and procedures.
•    Position requires some shift work and weekend work.
•    Position requires pager on-call duty on a rotating basis.
•    Perform other duties as required by your manager.


•    University or College level in a computer science or technology program (or equivalent).
•    Minimum of 2 years’ experience working in an application support environment.
•    Strong analytical and problem-solving skills.
•    Ability to multi-task, prioritize effectively and work with a sense of urgency.
•    Team oriented, with the ability to work independently with significant attention to detail.
•    Strong organizational skills.
•    Strong communication skills, both written and verbal.
•    Must work well under pressure to meet the time sensitive demands of our customers.
•    Service oriented and solution driven.

•    Previous Help Desk Experience.
•    SAP CRM experience is highly preferred.
•    Ability to learn quickly through real time training within a production environment.
•    Proficiency with Microsoft Office products, including spreadsheets.
•    Experience within Transportation Management, Logistics or Supply Chain Industry.
•    Knowledge of international trade compliance regulations.
•    Experience with EDI Value-Added-Network services.


Salary Range: $37,000 to $40,000 USD “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.”

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.  


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:  Join a team that’s committed to working with customers to conserve resources and enhance sustainability. 


At Descartes, everyone has a voice and the best argument 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. 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/Affirmative Action 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 Veteran status, or any other characteristic protected by federal, state, or local law. For more information about our commitment to equal employment opportunity, please review our EEO is the Law, Pay Transparency Nondiscrimination Statement, EEO/AA Statement. Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish)
Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis. 



Nearest Major Market: Pittsburgh

Job Segment: QA, Help Desk, Information Technology, Compliance, Customer Service, Quality, Technology, Legal