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Title:  Technical Support Agent

Location: 

Dublin 2, IE

About Descartes: 

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 22,000 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. 

 

Position Summary

This position will be working on Descartes’ Kontainers product which serves the clients of carriers and forwarders with booking cargo and managing shipments online. As a Technical Support Agent, you will be the first point of contact for customers and will handle and follow up on requests or issues, liaising with customers on progress, as well as creating written documentation; so excellent written and verbal communication skills are key. We are looking for a technically skilled candidate who is able to troubleshoot technical issues and support the roll-out of new cloud-based applications among other duties.

 

This role will work closely with other team members based in the EMEA region, as well as in Ireland.

 

Responsibilities

  • 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.

  • Proactively keep customers up to date regarding the status of the solution.
  • Establish and strengthen good customer relationships.
  • Liaise and coordinate with other internal organisations such as R&D, Professional Services and Sales, to secure timely resolution on all support cases.
  • With the support of the broader team, be able to provide solutions to minimise disruption for the customer.
  • Analyse incoming issues and queries and provide a suitable response to the client.
  • Interpret datasheets (e.g. csv, json, xml files) to identify errors.
  • Filter and “clean” data.
  • Identify process improvement opportunities.

 

 

Knowledge and Skills

  • Experience in level 1 or level 2 support.
  • Experience in operational support activities.
  • General technical expertise and good IT literacy.
  • Strong analytical skills with the ability to collect, organise and analyse information with attention to detail and accuracy.
  • Excellent oral and written communication skills.
  • Experience in using 3rd party tools such as Freshservice (or similar).
  • Ability to work independently as well as enthusiastically as part of a team.
  • Strong focus on customer satisfaction.
  • Self-motivated.
  • Experience in the transport / logistics sector would be advantageous.

 

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 argument 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. 

At Descartes, everyone has a voice and the best argument 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. 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. 

 

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. 


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.  


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