Technical Support Representative - Sellercloud

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. 

Mission — Why This Role Exists

At Sellercloud, we help businesses manage their entire eCommerce operations from a single, powerful platform.  As a Technical Support Representative, you'll help customers resolve technical issues quickly and confidently, ensuring they get the most value from Sellercloud while delivering an outstanding support experience.

Outcomes — What Success Looks Like

In this role, you will:

• Resolve customer enquiries via email, phone, and chat while meeting service and quality targets.
• Troubleshoot and resolve Sellercloud software issues, escalating complex cases when needed.
• Keep support tickets accurate, up to date, and well documented.
• Become a trusted Sellercloud product expert through continuous learning.
• Work closely with Product and Engineering teams to resolve customer issues.
• Deliver an excellent customer experience that drives customer satisfaction and retention.

Skills & Competencies — How You'll Succeed

What You'll Bring

• Excellent written and spoken English.
• Strong troubleshooting and problem-solving skills.
• A passion for helping customers succeed.
• Experience in technical support, customer service, SaaS, or eCommerce (preferred).
• Strong organisational skills and attention to detail.
• Ability to learn new software quickly, especially the Sellercloud platform.

Comfortable working weekday shifts between 4:00 p.m. and 12:00 a.m.

Culture Add: TEAM Values

We value team members who communicate with transparency, bring excellence and expertise to their work, demonstrate accountability by owning outcomes, and use metrics to make informed decisions and deliver measurable results.

Aptitudes

• Smart: Learns quickly and solves problems effectively.
• Curious: Enjoys learning new technologies and understanding customer needs.
• Coachable: Welcomes feedback and continuously improves.

What's In It for You

• Comprehensive onboarding and Sellercloud product training.
• Career growth in a fast-growing global software company.
• A supportive, collaborative team environment.
• Opportunities to work closely with Product and Engineering teams.
• Exposure to a leading omnichannel eCommerce platform.
• Comprehensive benefits package.

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. 

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. 

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