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Position Summary
As a member of Descartes’ Customer Support team, you will be working in a dynamic environment providing application support to our customers. This is not a traditional help desk job where you answer the phones and read suggested solutions from a knowledge base. You will need to develop deep knowledge of our product and use that knowledge to figure out a solution to solve the customer’s problem.
Our ideal Agent will have a history of providing great customer service. Someone who is willing to go to great lengths to make the customer happy will fit in with our team.
Responsibilities
Define and/or resolve routine to complex customer problems through telephone discussions, remote desktop tools, live chat, and email.
Simulate or recreate customer problems to resolve user-operating difficulties.
Troubleshooting Descartes application software issues reported by customers.
Document problems and solutions into a knowledge base.
Proactive monitoring of application behavior.
Maintaining customer contact and call ticket information within an existing database.
Developing procedural, diagnostic and training documentation.
Provide training to clients in the use of systems and applications.
Prioritize customer demands while working with multiple customers at nearly the same time.
Take occasional after-hours escalated support calls at an increased salary (coverage rotated weekly).
Test new software enhancements or fixes.
Qualifications
- An Associate’s or bachelor’s degree is preferred.
Minimum of 2 years’ experience working in an application support environment
- Strong analytical skills, with an ability to see problems from various perspectives to develop creative solutions.
Team oriented, with the ability to work independently.
Strong organizational skills.
Strong communication skills, both written and verbal.
Ability to multi-task.
Must work well under pressure to meet the demands of our customers.
Service oriented and solution driven.
Outstanding written and verbal communication skills.
Very strong organizational skills required.
Experience with EDI Value-Added-Network services
Ability to learn quickly through real time training within a production environment
Proficiency with computer and spreadsheet software programs, including Microsoft Office suite products.
Offer
We offer a flexible and casual work environment, as well as 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.
Application Instructions
Please submit your resume and a covering letter describing why you are a unique fit for this position, to jobsna@descartes.com citing “Customer Support- Velocity Mail” in the subject of your message. We thank all applicants for their interest in Descartes; however only those candidates selected for an interview will be contacted. Agency calls will not be accepted. All final candidates will be required to provide professional references and complete a background check, which will include a criminal background check and verification of education and previous employment.
Descartes Systems (USA) LLC, inclusive of any of its American subsidiaries (Descartes), is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age or any other characteristic protected by law.