Customer Support Representative

4 days ago

Malmo, Skåne, Sweden The Descartes Systems Group Inc. Full time

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 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 join our amazing team.

As a Customer Support Agent, you will be part of the Client Services and Support Organization at Descartes. You will provide 1st and 2nd line IT support to our Nordic and EMEA-based customers. In your role, you are the first point of contact for our customers, and you will handle issues and/or requests and liaise with customers on progress. Descartes is located next to the Central Station in the centre of Malmö, offering great commuting options. We are also a flexible company that provides a hybrid workplace, which means you can work from home a few days each week if you want. We offer a very friendly working environment with good team spirit and interesting possibilities for personal development.

KEY RESPONSIBILITIES

  1. Handle and follow up on application software issues or requests our customers report.
  2. Maintain all customer contact and calling information within an existing database.
  3. Proactively keep customers up to date regarding the status of the solution.
  4. Liaise with other parts of the internal organization, such as R&D, Professional Services and Sales, to secure timely resolution on all support cases.

QUALIFICATIONS

You have a university or college degree, experience in transport management, and/or a background in IT support. Preferably, your expertise is in customer support, forwarding, transport management, and/or customs. We believe you have analytical and problem-solving skills and a focus on customer satisfaction. You possess a structured way of working. Excellent verbal and written communication skills in Swedish and English are required.

TECHNICAL QUALIFICATIONS (experience from one or several of the below)

  1. Basic database knowledge – read & write (PL SQL)
  2. Experience within commercial application support and related CRM systems (Freshservice, SAP, JIRA, Citrix, etc.)
  3. General knowledge and interest in automated processes, software and IT systems
  4. Knowledge of different versions of Microsoft Windows operating systems.
  5. Knowledge of electronic communication methods/messages such as XML is an advantage.
  6. Experience working remotely.
  7. Experience using customs-/transport management applications is considered an advantage.
  8. Knowledge of import and export procedures and documentation is considered an advantage.

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. 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.

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.

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 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.

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