Title:  Technical 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 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 www.descartes.com. 
 
We’re growing fast and invite you to join our amazing team. 

Position Summary

As Technical Support Representative, you are responsible for investigating and solving issues/incidents raised by our customers. Your day-to-day tasks and knowledge consist of checking issues in system configurations, message flow configurations, message mappings, etc.

You are part of the EMEA Expertise Centre Team and co-operate closely with other teams such as professional services, research and development and product development. You can work from home or at our offices in the UK or Benelux.

Tasks and Responsibilities

• Responsible for solving incidents and service requests from our customers and getting familiar with the different set-ups from these customers.
• Communicate with our customers, update them and solve issues in co-operation with different teams from Descartes.
• Understand mappings between different formats (EDI, XML, ANSI or log files) using various tools.
• A central source of technical knowledge and will assist other Descartes teams (professional services, research and development).
• Support the customer and our internal departments in translating the business support questions and translate this to our technical second line (and vise versa).
• Develop detailed technical knowledge on the system and the set-up of customers.
• Consult and train customers on the use of the (standard/basic) system and processes to follow.
• Collaborate with other teams in different locations to resolve issues that span multiple products.
• Manage customer expectations.
• Drive down tickets raised by customer by analysing the sort and number of tickets and where needed involve product management and research and development to ensure product enhancements.

Skills and Experience

• Degree level education or equivalent in computer sciences and/or relevant comparable working experience in a technical ICT environment.
• Fluent in English, both verbal as well as in writing. Being able to speak Dutch is convenient.
• Analyse complex technical problems in detail.
• Flexible and stress resistant.
• Customer focussed.
• Possess strong communication, documentation and presentation skills.
• Able to handle multiple issues and work independently as well as in a team.
• Service oriented, and solution driven. 
• Possess highly developed problem-solving skills.
• A self-starter and willing to learn.
• Background in transportation management software / industry would be highly desirable

Technical Knowledge

Required 

• EDI (EDIFACT, ANSI X12), API, XML, and ASCII file integration.
• XSD, XPATH, XSLT.
• VAN, FTP, HTTP(s), AS2, Webservices.
• Logistic processes.

Desirable

• Knowledge of Scripting (PHP, Perl, PowerShell, Batch files) is considered an asset.
• MS-Access
• SQL-Server (Able to create your own select statements)
• FreshService Incident Management system
• Jira

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 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. 

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.