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Title:  Support Administrator



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 
We’re growing fast and invite you to join our amazing team. 



As a member of Descartes’ Technical Support team, you will be working in a dynamic environment providing application support to our customers.


Your responsibilities will include:
•    Triaging incoming incidents/responding to customer queue calls, emails and tickets in Freshservice.
•    Providing effective day-to-day support for applications/systems through accurate problem determination and timely resolution of production issues, while prioritizing and monitoring client satisfaction.
•    Provide regular progress updates to customers.
•    Staying abreast of application functionality and process flows and leveraging that knowledge to train clients for better end user experience.
•    Developing procedural and diagnostic documentation whenever new information is shared by escalation teams.
•    Cross-collaborating with various application teams to alleviate customer pain points.
Required skills & experience:
•    Minimum of 2 years experience working in an application support environment..
•    Maintain a professional and positive attitude while managing challenging situations and customer interactions.
•    Team oriented, with the ability to work independently.
•    Solution driven with strong analytical approach and passion for solving complex issues.
•    Practical troubleshooting and decision-making skills with a focus on long-term solutions.
•    Strong organizational skills.
•    Strong communication skills, both written and verbal.


•    Experience ticket management software such as Freshservice, Zendesk, etc.
•    Ability to learn quickly through real time training within a production environment
•    Proficiency with computer and spreadsheet software programs, including Microsoft Office suite products.


Location: #remote
This is a remote opportunity, open to citizens or permanent residents of Canada. 


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. 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 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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