Title:  Expertise Centre Support Agent

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. 

Mission — Why This Role Exists

As BoxTop Technologies continues to grow its position as a leading provider of freight, logistics, and supply chain software solutions, we are seeking an Expertise Centre Support Agent to help our customers maximise the value of our platform. This role exists to deliver exceptional customer support, build customer confidence, and ensure users can effectively leverage our software to improve their operational performance.

Outcomes — What Success Looks Like

1. Deliver consistently high-quality customer support, maintaining strong customer satisfaction and response time standards.
   
2. Develop deep expertise in the BoxTop platform and become a trusted resource for customers and colleagues, providing accurate guidance and effective issue resolution.
   
   

3. Reduce recurring customer issues by identifying root causes, documenting solutions, and contributing to knowledge-sharing initiatives.
4. Successfully train and support customers to improve software adoption, utilisation, and user confidence.
5. Collaborate effectively with internal teams to escalate, track, and resolve complex customer issues in a timely manner.
6. Contribute to continuous improvement of support processes, documentation, and customer experience initiatives.
7. Maintain strong industry knowledge across freight forwarding and logistics operations to better understand and support customer requirements.

Skills & Competencies — How the Work Gets Done

Technical & Professional Skills

• Experience working within the Freight Forwarding, Logistics, or Supply Chain industry.
• Strong customer service and customer relationship management skills.
• Interest in technology and the ability to learn software applications quickly.
• Ability to troubleshoot, diagnose, and resolve application-related issues.
• Strong verbal and written communication skills.
• Confidence delivering user guidance, coaching, and training.
• Excellent problem-solving and analytical thinking abilities.
• Ability to manage multiple priorities while maintaining attention to detail.
• Previous experience supporting software users or business applications is advantageous.
• Prior experience with BoxTop software is beneficial but not essential.

Culture Add: TEAM Values

We value team members who communicate with transparency, sharing information openly and building trust across functions. You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills. You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results. You are driven by metrics, using data and experimentation to inform decisions and deliver measurable impact.

Aptitudes

• Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.
• Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.
• Coachable: Open to feedback, willing to adapt, and continuously improving through learning.

What's in It for You

• Join one of the UK's best-known and fastest-growing freight software companies with an established reputation and strong market presence.
• Develop deep expertise in freight technology and become a trusted advisor to customers across the logistics industry.
• Gain exposure to a wide range of freight forwarding and supply chain operations, expanding both your industry and technical knowledge.
• Work within a collaborative, customer-focused team where your contribution directly impacts customer success and retention.
• Enjoy a high-autonomy environment with minimal bureaucracy, modern tools, and a strong focus on delivering value to customers.
• Be based in modern, air-conditioned offices in Windsor town centre alongside experienced support professionals.
• Benefit from a competitive salary and comprehensive benefits package.
• Access ongoing learning and development opportunities that can support progression.

Location: Windsor, United Kingdom

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. 

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. 

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