Customer Support Representative

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 theyre needed when theyre needed.

Were one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26000 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 whats most important to them. Learn more at .

Were growing fast and invite you to join our amazing team.

Customer Support Representative (Customer Support)
(Full-Time position)

POSITION SUMMARY

Descartes Expertise centres are the core part of Descartes Customer Support. Customer Support representatives in each Regional Expertise Centre are subject matter experts for the products associated with their centre and work with other Regional Expertise Centres enabling us to provide Follow the Sun service and redundancy when possible. When an opportunity arises or a customer has a question about the products they use the applicable expertise centre is the first stop for the right answer.

We currently have an open position for a Customer Support Representative in an Expertise Centre responsible for supporting our products PEOPLEVOX and SELLERCLOUD which are part of our expanding e-commerce suite.
We currently have an open position for a Customer Support Representative in an Expertise Centre responsible for supporting our Peoplevox product which is part of our expanding e-commerce suite. We have a wide range of clients worldwide including Europe Australia and North America.

As a Customer Support Representative you will work on customer tickets in accordance with Descartes SLAs. You will be responsible for handling the incoming tickets from the ticketing system including emails chats and phone. You will investigate client issues related to the warehouse processes database data and integrations. You will also create documentation and record existing issues. You will collaborate with other teams including R&D and QA.

The successful applicant will be based out of our office in Makati Philippines or work from home.
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Expertise Centre hours of business are 05:00 to 17:00 PHST with shifts. 05:00-20:00 PHST organised in three rotating shifts.

RESPONSIBILITIES

• Solving and replying in English to support tickets raised by external users of an application (Clients) and internal users (e.g. other department members).
• Analysing root causes and identifying resolutions for production issues with an application or infrastructure.
• Creating and updating documentation.
• Helping testers test the system.
• Reproducing and documenting bugs.
• Strict cooperation with other departments.

GENERAL SKILLS AND ATTITUDE

• Problem-solving skills.
• Knowledge and skills in most application layers: database (SQL) data access and data analysis business logic UI.
• Excellent communication skills (verbal and written).
• You are proficient in English (written and spoken)
• Additional language skills preferable
• Positive (can-do) attitude.
• Useful if experiences in the following technologies: AWS MS SQL Server MySQL RabbitMQ SOAP REST
• Knowledge of or affinity with E-Commerce / Logistics solutions and processes is considered an advantage but not essential.
• You are able to and willing to work under pressure to meet deadlines.
• You have a high standard of quality.
• You are customer-focused;
• You possess strong communication and documentation skills.
• You are service-oriented and solution-driven;
• You possess highly developed problem-solving skills.

LOCATION
You will be working most of the time or remotely from our Makati office as requested.

OFFER

We are a rapidly growing organisation in an international environment. We offer an attractive compensation package a flexible casual work environment and mentorship and on-the-job training to support your personal growth. You will have an opportunity to contribute new ideas and we welcome your fresh perspective.

AGENCY CALLS WILL NOT BE ACCEPTED.

Join Us
As we scale were 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. Were 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 idea 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 552000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: a team thats 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 cant 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 were 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 .