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Customer Support Specialist
2 months ago
About Descartes Systems Group
Descartes Systems Group is a leading provider of logistics and supply chain technology solutions. Our cloud-based platform helps businesses of all sizes optimize their operations, improve efficiency, and enhance customer satisfaction.
Job Summary
We are seeking a highly skilled Customer Support Specialist to join our remote North American team. As a key member of our support team, you will be responsible for providing exceptional customer service, troubleshooting issues, and delivering application training and support.
Key Responsibilities
- Customer Support
- Respond to client inquiries and provide timely and efficient problem-solving
- Deliver application training and guidance on best practices
- Documentation
- Develop procedural and diagnostic documentation
- Update customer contact and call ticket information within existing databases
Requirements
- Experience
- 2+ years of experience in a B2B customer-facing role supporting SaaS applications
- Proven track record of exceeding expectations and meeting customer SLAs and goals
- Technical Skills
- Experience with ticket management systems such as Freshservice or Zendesk
- Exposure to mobile computing platforms (Android, iOS, Windows Mobile) and CRM software
- Interpersonal Skills
- Exceptional communication, conflict management, and negotiation skills
- Highly collaborative and able to build relationships to foster trust and influence
- Flexibility
- Willing and able to work outside of standard business hours and some holidays
What We Offer
- Career Growth
- Opportunities for career advancement and professional development
- Competitive Compensation
- Salary range: $50,000 to $55,000 CAD
