Technical Support Representative

Description:

Descartes Systems Group, a global leader in logistics and supply chain technology, is hiring a Technical Support Representative to join their growing support team. This is a remote, full-time role based in Waterloo, Ontario, offering an exciting opportunity for a tech-savvy individual to lead technical excellence, solve complex issues, and support global logistics operations.

Descartes serves over 26,000 customers worldwide with cloud-based solutions to streamline the movement of goods, data, and assets. With consistent financial growth and industry-leading innovation, Descartes fosters a collaborative and flexible work environment focused on impact, inclusivity, and personal development.

Key Responsibilities:

• Take ownership of complex support ticket escalations

• Mentor and train junior support team members

• Lead cross-functional process improvements for better efficiency

• Participate in strategic initiatives and technical discussions

• Ensure a smooth onboarding process for new clients into the support system

• Monitor SLA performance, ensuring consistent accountability

• Evaluate and absorb tasks transitioned from other departments

Required Skills & Qualifications:

• Hands-on experience with Transport Management Systems (TMS)

• Solid knowledge of transport and haulage operations

• Proficiency in SQL for issue troubleshooting and data handling

• Experience with EDI protocols (EDIFACT, XML, X12)

• Demonstrated ability to train and mentor other technical professionals

Soft Skills:

• Strong communication and interpersonal skills

• Proactive, independent, and adaptable approach

• Thrives in fast-paced and evolving environments

Why Join Descartes:

• Flexible and impact-oriented workplace culture

• High level of autonomy and ownership

• Leadership and career growth opportunities

• Competitive compensation and benefits

• Work with a mission-driven team dedicated to sustainability and innovation

• Contribute to environmental goals (e.g., helped customers save over 552,000 metric tons of CO₂)