Technical Support Consultant

1 week ago

Makati City, National Capital Region, Philippines 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 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

SKILLS AND ATTITUDE:

  • 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

TECHNICAL KNOWLEDGE

Required skills:

  • EDI (EDIFACT, ANSI X12), API, XML, and ASCII file integration.
  • XSD, XPATH, XSLT.
  • VAN, FTP, HTTP(s), AS2, Webservices.
  • Logistic processes.

Desired skills – Optional:

  • 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

LANGUAGES:

Excellent knowledge of English is required.

LOCATION:

Philippines

HOURS OF OPERATION:

You may be required to rotate across 2 shifts to cover 05:00 – 17:00 (tbc).In the future, you may also be asked to work on an Out of Hours Rota at weekends.



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: 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

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