Technical Support Consultant
Job details
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 We’re growing fast and invite you to join our amazing team. POSITION SUMMARY: As Technical Support Specialist, you are responsible for investigating and solving issues/incidents raised by our customers. Your day-to-day tasks and knowledge consist of checking issues in system configurations, message flow configurations, message mappings, etc. You are part of the TM-ID Expertise Centre Team (who has members located in EMEA and NA) and co-operate closely with other teams such as professional services, research & development and product development. We offer our customers software that optimizes their transportation management. We're looking for someone who can be a partner to our customers when they are dealing with challenges. TASKS AND RESPONSIBILITIES:
- You are responsible for solving incidents and service requests from our customers and getting familiar with the different set-ups from these customers.
- You communicate with our customers, update them and solve issues in co-operation with different teams from Descartes.
- You can understand mappings between different formats (EDI, XML, ANSI or log files) using various tools.
- You are a central source of technical knowledge and will assist other Descartes teams (professional services, research and development).
- You can support the customer and our internal departments in translating the business support questions and translate this to our technical third line (and vice versa).
- You develop detailed technical knowledge on the system and the set-up of customers.
- You consult and train customers on the use of the (standard/basic) system and processes to follow.
- You collaborate with other teams in different locations to resolve issues that could potentially span multiple products.
- Manage customer expectations and communications
- We expect you to have a proactive attitude in approaching incoming tickets to help us drive down tickets and improve product enhancements
- You have an HBO+ level education in computer sciences and/or relevant comparable working experience in a technical environment.
- All communication is done in English, so we need you to be fluent in English, both verbal as well as in writing.
- You can analyse complex technical problems in detail.
- You are flexible and stress resistant.
- You are customer focussed.
- You possess strong communication and documentation skills.
- You handle multiple issues and work independently as well as in a team.
- You are service oriented, and solution driven.
- You possess highly developed problem-solving skills.
- You are a self-starter and willing to learn.
- Background in transportation management software / industry would be highly desirable
- EDI (EDIFACT, ANSI X12), API, XML, and ASCII file integration.
- XSD, XPATH, XSLT.
- VAN, FTP, AS2, Webservices.
- Logistic processes.
- Knowledge of Scripting (PHP, Perl, PowerShell, Batch files) is considered an asset.
- MS-Access
- SQL-Server (Able to create your own select statements)
- FreshService Incident Management system
- Jira
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