Support Specialist (Freight Brokerage)

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. 

The ideal candidate must have experience in Freight Brokerage or with Freight Brokerage software.
Descartes is the industry leading SaaS Transportation Management System with a growing customer base. We are looking for an outgoing, positive, and friendly individual to deliver excellent support for our growing customer needs. You’re a great match if you possess fantastic troubleshooting skills, have a sharp eye for detail, are driven to help clients and have the ability to dive deep into a new product. We want people who are team players, good communicators and problem solvers. If you’ve read the requirements and think you’d be a great fit, we’d love to hear from you.
 

RESPONSIBILITIES:

•    Provide outstanding support to existing clients via  phone and help desk software
•    Focus on helping our clients achieve success through the use of our products
•    Respond quickly and eloquently to customer-submitted tickets
•    Guide clients through account setup, functions/features, and troubleshoot issues
•    Keep documentation and FAQ entries current
•    Work closely with customer success, sales and development to ensure customer needs are being met

REQUIREMENTS:

•    Experience with Freight Brokering, Trucking or Logistics is a must. 
•    Excellent troubleshooting and outside of the box thinking.
•    Excellent people skills – ability to be empathetic, accurate, responsive & resourceful.
•    Ability to evaluate, troubleshoot, and follow-up on customer issues in an efficient manner.
•    Exceptional organizational, verbal and written communication skills.
•    Experience with SaaS platforms. 
•    Excellent telephone support personality/engaging phone presence.
•    Knowledge in Help Desk software, networking, printer/scanner, data import and export, reporting, tracking, EDI, FTP, accounting experience a plus. 
•    Customer Support: 1 year also a plus. 

Salary Range: $50,000 to $55,000 USD “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.”

Location: This is a remote opportunity, open to applicants authorized to work in Canada or the United States. #LI-Remote
 

Join Us 
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.  

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. 

At Descartes, everyone has a voice and the best idea 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. 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. 

Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. We value the safety of each member of our community because we know we're all in this together. 

We are an Equal Employment/Affirmative Action 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 Veteran status, or any other characteristic protected by federal, state, or local law. For more information about our commitment to equal employment opportunity, please review our EEO is the Law, Pay Transparency Nondiscrimination Statement, EEO/AA Statement. Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish). 
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 hrna@descartes.com. 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.