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Title:  Customer Support Representative/Application Support

Location: 

Cleveland, OH, US, 44131

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 www.descartes.com.

RESPONSIBILITIES

 

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

 

  • Responding to customer telephone calls and emails.
  • Proactive monitoring of application behavior.
  • Troubleshooting Descartes application software issues reported by customers.
  • Maintaining customer contact and call ticket information within an existing database.
  • Developing procedural and diagnostic documentation.
  • Provide training to clients in the use of systems and applications.
  • Answer and dispatch incoming support inquiries on a first-level basis to maintain proper service levels.

 

QUALIFICATIONS

 

  • Minimum of 2 years experience working in an application support environment
  • Team oriented, with the ability to work independently.
  • Strong organizational skills.
  • Strong communication skills, both written and verbal.
  • Ability to multi-task.
  • Strong analytical and problem solving skills.
  • Must work well under pressure to meet the demands of our customers.
  • Service oriented and solution driven.
  • Outstanding written and verbal communication skills.  Very strong organizational skills required.
  • Experience with wireless communications.

 

DESIRED SKILLS:

  • Experience within Transportation Management, Logistics or Supply Chain Industry
  • Knowledge of international trade compliance regulations
  • Experience with EDI Value-Added-Network services
  • Ability to learn quickly through real time training within a production environment
  • Proficiency with computer and spreadsheet software programs, including Microsoft Office suite products.

 

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 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.

 


Nearest Major Market: Cleveland

Job Segment: Customer Service Representative, Technical Support, Developer, Network, Customer Service, Technology