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 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. 
 

About 3G 

At 3G, we specialize in empowering businesses with our cutting-edge Transportation Management Software (TMS), designed to optimize logistics and streamline supply chain operations. Our comprehensive, cloud-based solutions enable manufacturers, distributors, and freight brokers to automate and scale their shipping processes, boost efficiency, reduce costs, and increase visibility across the entire supply chain.

With a focus on innovation and integration, 3G’s platform offers advanced features like real-time carrier connections, automated workflows, route optimization, and seamless ERP integration. Our mission is to help businesses move freight faster, smarter, and more reliably in the fast-paced world of logistics. As an industry leader, 3G supports customers through every transportation challenge, from managing multi-modal shipments to dynamic pricing and invoicing.

Join our team and help drive the future of logistics with state-of-the-art technology and a commitment to continuous customer success.

Summary of Position 

As a Technical Customer Support Specialist, you will provide advanced support to our enterprise clients, who depend on our platform to optimize their operations. This role requires strong technical problem-solving skills, the ability to quickly learn new technology, and close collaboration with our development and hosting teams, along with highly technical end users. You will troubleshoot complex issues, guide clients through software features, and coordinate with other departments to resolve customer issues.

At 3GTMS, You Will:

• Provide expert-level troubleshooting and support for our enterprise SaaS logistics platform.
• Collaborate with customers' technical teams to diagnose and resolve complex software issues.
• Document technical solutions clearly to enhance the knowledge base.
• Collaborate with internal teams, including product and engineering, to escalate customer issues, communicate customer feedback, and contribute to product improvements.
• Stay updated on new software releases and industry changes.
• Respond to urgent customer issues off-hours as needed.
• Other responsibilities as assigned by management.

You will thrive in this role if you: 

• Have a Bachelor’s degree in Logistics, IT, or Engineering, or 3-5 years of customer-facing software support/troubleshooting experience in a Cloud/SaaS environment.
• Have knowledge of transportation and over-the-road modes (TL, LTL, Parcel, Intermodal).
• Are customer-driven, results-oriented, and focused.
• Have outstanding communication skills, both verbal and written, with strong attention to detail.
• Have strong analytical and problem-solving skills regarding software issues.
• Maintain composure and a positive attitude during challenging situations.
• Can quickly learn new technologies and platforms.
• Can work independently and take initiative.

A plus if you have: 

• Technical customer support experience in a B2B environment.
• Experience with 3G Software or other transportation management systems.
• Experience with SQL.
• Experience with Java.
• Experience with integration technologies like JSON and XML.

Location & Travel: This is a remote opportunity, open to applicants authorized to work in Canada or the United States and we do not offer any work sponsorship for this position. We are a global organization using English as a primary language, job descriptions and communication available in the local languages where required. #LI-remote

Salary Range: $60,000 to $65,000 CAD. 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. 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. 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 hrna@descartes.com. 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.