Application Support Specialist
3 weeks ago
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 26,000 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 be part of our amazing team.
As we continue to grow our customer base, we are looking for a Customer Support Representative to join us as part of our remote North American team. You will play a critical role as the first line of contact for our clients, troubleshooting issues, and providing application training and support.
What's in it for you
Career growth. At Descartes, we foster a high-performance, team-oriented culture, and provide a place where you can pursue your goals. You will help shape the team and contribute to building and adapting the processes to ensure customer success. You will be coached and supported as part of a growing team with the chance to move into a team lead or people manager role or across to another business area, including sales or implementation.
What you will do
- Provide customer support. You will work collaboratively and independently to respond to client concerns and provide customer care through active listening, timely and efficient problem-solving, and transparent communications. You will deliver application training and provide guidance on best practices.
- Create documentation. You will develop procedural and diagnostic documentation. You will update customer contact and call ticket information within existing databases.
What you bring
- The experience. You have 2+ years of experience in a B2B customer-facing role supporting SaaS applications. You understand and have the skills to manage multiple tickets with competing priorities. You have a proven track record of exceeding expectations and meeting customer SLAs and your own goals. You take a consultative approach to work with customers to understand the issues and optimize their usage of software products. You are naturally curious and passionate about problem-solving, diving into technology to recreate problems and research solutions.
- The technical skills. You have worked with a ticket management system such as Freshservice or Zendesk. You have exposure to mobile computing platforms (Android, iOS, Windows Mobile) and CRM software. You are comfortable conducting diagnostics and creating support documentation. You can quickly learn and apply new tools and methodologies.
- The interpersonal skills. You have exceptional communication, conflict management, and negotiation skills. You are highly collaborative and can build relationships to foster trust and influence. You can translate technical concepts and directions for a non-technical audience, exhibiting patience and empathy. You persevere despite challenges.
- The flexibility. You understand support, and are willing and able to work outside of standard business hours and some holidays.
Location
This is a remote opportunity, open to applicants authorized to work in Canada. #LI-Remote
Salary Range
$50,000 to $55,000 CAD. Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.
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