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Title:  Support Engineer (m/f/d), Portrix Expertise Center (PEC)

Location: 

Hamburg, DE, 22763 DE

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

Descartes is a leading provider of Ocean Transportation Rate Management Systems and Ocean Publishing Services. The systems and services that Descartes supplies to VOCCs, NVOCCs, shippers, and other ocean intermediaries allow them to maintain global rate repositories, manage allocation, and maintain detention and demurrage charges. The Descartes Portrix Expertise Center (PEC) is responsible for providing customer support for internal and external Global Pricing Manager (GPM) customers. 

As a member of the Portrix Expertise team, you will provide application support, prioritize bug fixes, generate reports, and manage customer expectation. Additionally, you will be expected to participate in Scrum meetings and assist with the scheduling of software releases. Except for critical issues, the normal support hours are 0800 to 1800 Central European Time.
 

Responsibilities

  • Provide customer assistance to external and internal customers via phone, e-mail, WebEx, Chat, TeamViewer, and Descartes’ support portal
  • Troubleshoot and diagnose reported issues
  • Proactive application monitoring
  • Maintain customer contact and incident information within ticketing application 
  • Follow and write procedural and diagnostic documentation
  • Provide application support 
  • Prioritize bug fixes
  • Assist with the scheduling and notification of pending software releases
  • Participate in SCRUM calls
  • Maintain departmental Key Performance Indicators (KPIs)
  • Ensure proper call ticket escalation 
  • Report generation

 

Requirements

  • Bachelor’s degree or equivalent work experience 
  • Minimum of 3 years’ experience working in application support environment
  • Strong analytical, clerical, organizational, problem-solving, and project management skills
  • Ability to multi-task and prioritize effectively
  • Able to work as a team member and independently
  • Ability to follow instructions
  • Detailed oriented
  • Strong German and English verbal and written communication skills
  • Must work well under pressure to meet the time sensitive demands of our customers
  • Ability to work under pressure to meet both short and long-term deadlines 
  • Willingness to work a limited amount of overtime
  • Service oriented and solution driven
  • Must be computer literate and have a working knowledge of Word, Excel, and PowerPoint
     

Additional Consideration

  • Previous Help Desk Experience
  • Knowledge of ocean carrier operations
  • Rate management experience
  • Supply Chain Management experience
  • Freight audit experience
  • Knowledge of SQL scripting
  • Database experience, including Informix and SQL Server
  • SAP CRM experience is highly preferred
  • Ability to learn quickly through real time training within a production environment
  • Proficient with Microsoft Office products, including spreadsheets

 

What we offer

  • Excellent working atmosphere with flat hierarchies and short decision-making paths
  • Strong employee-oriented management culture which ensures a high level of employee satisfaction and a good team spirit
  • Performance-related pay
  • Flexible working hours and home office
  • Modern offices in a well-connected location (S-Bahn Bahrenfeld is within walking distance)
  • Free drinks, fresh fruit, and ice cream in summer
     

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.  

 

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/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. 

 

 


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