Customer Support Representative (remote)

Descartes 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.

More than 26 000 our 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;
- access global trade data;
- 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

As a Service Desk Representative, you will play a vital role in our Service Desk team by providing responsive and reliable first-line support to customers worldwide.
You will assist in maintaining the systems and services that our global logistics customers rely on, including shipment planning, customs, and trade compliance.

Responsibilities

• Provide comprehensive first-tier phone support.
• Ensure proper call ticket routing to internal support teams.
• Proactive application monitoring.
• Communicate updates clearly and promptly to customers.
• Ensure proper escalation to internal departments.
• Support customers in setting realistic expectations and response timelines
• Remain flexible to accept changes in job duties, expectations, policies, and procedures.

Hours for this position will be as follows: Friday – Tuesday

• Saturday / Sunday Evening / night shifts. Shifts are flexible
• Friday/Monday/Tuesday: between: 8:00-16:00 // 10:00-18:00

To be successful in this role, you should have:

• Minimum of 1 years of experience working in an application support environment.
• Fluent in written and verbal English. Other languages are an asset.
• Ability to work independently and stay organised in the remote setting.
• Strong communication skills, both written and verbal; ability to communicate in a professional manner.
• Strong analytical and problem-solving mindset.
• Resilience under pressure in fast-paced environments.
• Experience in logistics, supply chain or transportation Industries is a plus.
• Previous experience in help desk ot IT is an asset.

• Full remote work from your home•
• Opportunity to work in an international team
• Laptop provided for every employee
• Company mobile phone of your choice (once every 2 years with employer's contribution)
• Referral bonus program
• Family-oriented benefits (wedding, new baby bonus, and additional days off)
• Regeneration allowances, personal and work anniversary bonuses
• Paid sick days
• Meal vouchers, even while on leave
• Professional development opportunities: English classes, training courses, and conference participation
• Company events (team-building, Christmas party, family BBQ, and more)

Contact person: Alena Jankuliaková
E-mail: send CV