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Title:  Technical Support Analyst



About Descartes: 

Descartes (TSX:DSG) (Nasdaq:DSGX) is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, performance and security of logistics-intensive businesses. Descartes has over 147,000 parties using its cloud based services. Customers use our modular, software-as-a-service solutions to route, schedule, track and measure delivery resources; plan, allocate and execute shipments; rate, audit and pay transportation invoices; file customs and security documents for imports and exports; and complete numerous other logistics processes by participating in the world's largest, collaborative multimodal logistics community. Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world. Learn more at


As a member of Descartes’ Technical Support team, you will be working in a dynamic environment providing application support to our customers. Your responsibilities will include:


  • Triaging incoming incidents/responding to customer queue calls, emails and tickets in Freshservice.
  • Providing effective day-to-day support for applications/systems through accurate problem determination and timely resolution of production issues, while prioritizing and monitoring client satisfaction.
  • Actively participating in validation of customer reported issues/bugs through rigorous testing, accurate replication of issue in test environment and escalation of relevant findings to the appropriate escalation teams.
  • Provide regular progress updates to customers.
  • Staying abreast of application functionality and process flows and leveraging that knowledge to train clients for better end user experience.
  • Developing procedural and diagnostic documentation whenever new information is shared by escalation teams.
  • Cross-collaborating with various application teams to alleviate customer pain points.

Your resume:
       •    Minimum of 2 years experience working in an application support environment.

  • Working knowledge of SQL (or any DDL)/XML/EDI file format.
  • Maintain a professional and positive attitude while managing challenging situations and customer interactions.
  • Team oriented, with the ability to work independently.
  • Solution driven with strong analytical approach and passion for solving complex issues.
  • Practical troubleshooting and decision-making skills with a focus on long-term solutions.
  • Strong organizational skills.
  • Strong communication skills, both written and verbal.
  • Outstanding written and verbal communication skills.



    •    Experience within Transportation Management, Logistics or Supply Chain Industry
    •    Experience ticket management software such as Freshservice, Zendesk, etc.
    •    Ability to learn quickly through real time training within a production environment
    •    Proficiency with computer and spreadsheet software programs, including Microsoft Office suite products.


This is a remote opportunity, open to citizens or permanent residents of Canada. 

Due to COVID-19 we’ve implemented a virtual hiring process and continue to interview candidates by phone or video (Microsoft TEAMS) and are on-boarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

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