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Title:  Customer Support Agent

Location: 

Stockport, GB, SK6 2SU

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.

 

Position Summary

 

As a 1st Line Support Agent you will be part of the Client Services and Support Organisation where you will be responsible for Descartes’ software application, providing 1st line support to UK and EU customers in the Transport and Logistics sector. You will be the first point of contact for customers and will handle requests and/or issues received by telephone and email as well as liaise with customers on progress. Work from home options are available and can be discussed at interview.

 

Key Responsibilities

 

  • Maintain a high degree of customer service.
  • Build and maintain good relationships with Descartes’ customers, providing a tailored approach where required.
  • Manage customer enquiries (phone and email) by maintaining contact and provide timely responses.
  • Prioritise tasks depending on situation.
  • Manage complex support issues through analysis of situations.
  • Troubleshoot and take ownership of issues, resolve, test and document.
  • Adhere to Descartes standard KPIs and SLAs at all times.

 

Knowledge and Skills

 

Essential

  • Strong focus on customer satisfaction, previous experience within a customer focused role is essential.
  • Excellent analytical, troubleshooting and problem solving skills.
  • Excellent verbal and written communication skills.
  • Ability to multi-task, manage own workload and provide cover in the absence of colleagues.
  • Ability to follow instructions accurately.
  • Able to work autonomously as well as part of a team.
  • Strong focus on customer satisfaction, previous experience within a customer focused role is essential.
  • Self-motivated with good organisational skills.
  • Sound knowledge of Microsoft Windows operating systems.
  • Basic knowledge of MS Office.

 

Desirable

  • Some PC hardware and software installation knowledge.
  • Experience in delivering customer satisfaction to a high standard.
  • Good understanding of basic supply chain processes and commercial transport industry.


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