Title: MK 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 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.
As a Customer Support Representative, you will be part of the MK Denied Party Screening Team at Descartes. Descartes MK is a leader in sanctioned party screening solutions with a strong reputation built over 30 years in business.
In your role you will be the first point of contact for our customers, and you will handle issues and/or requests, as well as liaise with customers on progress.
• Handle and follow up on product issues or requests reported by our customers
• Perform first level investigation on customer support requests
• Proactively keep customers up to date regarding the status of the solution
• Liaise and coordinate with other parts of the internal organization such as R&D and Sales to secure timely resolution on all support cases
• Minimum of 2 years’ experience working in an application support environment
• Team oriented, with the ability to work independently
• Strong organizational skills
• Ability to multi-task
• Problem-solving skills along with a focus on customer satisfaction
• Must work well under pressure to meet the demands of our customers
• Service oriented and solution driven
• Outstanding written and verbal communication skills
DESIRED TECHNICAL QUALIFICATIONS (experience from one or several of below)
• Experience within commercial application support and related CRM systems (Freshservice, Microsoft Planner, Microsoft Dynamics)
• Knowledge of File Transfer Protocol (FTP, SFTP etc) preferred.
• Experience working remotely
The role is a work from home position and open to applicants authorized to work in Canada or the United States.
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.
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 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. 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 firstname.lastname@example.org. 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.