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Title:  Customer Support Agent



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

Position Summary

As a Customer Support Agent, you will be part of the Client Services and Support Organisation where you will be responsible for Descartes’ Internet-based and onsite software applications. You will provide 1st Line support to UK and EU customers in the Freight forwarding/HMRC reporting sector. You will be the first point of contact for customers and will handle and follow up on requests or issues as well as liaise with customers on the progress of their issues. You will report to the Expertise Centre Manager and will be based out of our office in Totton (we will also consider applications from individuals who wish to work from home).


This role will also be required to provide support to customers outside of normal office hours on an on-call basis (after 6 months).



  • Handle and follow up on Descartes’ application software issues or requests reported by customers via portal, email, live chat, and phone.
  • Maintain customer contact and call ticket information within an existing database.
  • Provide solutions in order to minimise disruption for the customer.
  • Proactively keep customers up to date regarding the status of the solution.
  • Liaise and coordinate with other internal organisations such as R&D, Professional Services and Sales, to secure timely resolution on all support cases.
  • Establish and strengthen good customer relationships.


Knowledge and Skills

  • Customer services professional with excellent attention to detail.
  • Excellent analytical and problem-solving skills.
  • Excellent oral and written communication skills.
  • Ability to work independently as well as enthusiastically as part of a team.
  • Strong focus on customer satisfaction.
  • Self-motivated.
  • Diplomatic and reliable.
  • Ability to multi-task.
  • Interest in automated processes, software and IT in general.
  • Sound knowledge of Microsoft Windows operating systems (Windows 8 and Windows 10, Server 2012).
  • Basic knowledge of MS Office.
  • Commercial experience of application support.
  • Database experience including SQL Server is desirable, but not essential.
  • Experience in delivering results with day to day systems administration, operational support activities and related projects.
  • Good understanding of Customs procedures, basic supply chain processes and commercial transport industry is desirable, but not essential.


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