Customer Support Agent

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
As a Customer Support Agent, you will be part of the Client Services and Support Organisation where you will be responsible for Descartes’ SaaS and onsite software applications. You will provide 1st Line support to UK and EU customers in the Customs and 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 home based (or work from our Totton office).

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

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.
•    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.
•    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.
 

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. 

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. 

Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. 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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