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
As a Technical Support Representative, you will play an important role in helping customers successfully use Sellercloud, a business-critical platform supporting multichannel eCommerce operations.
This role exists to provide knowledgeable, responsive, and customer-focused technical support across online marketplaces, orders, inventory, fulfilment, and integrations. You will work directly with customers through phone, email, and chat, investigating issues, explaining solutions clearly, and helping customers keep their day-to-day operations running smoothly.
You will develop deep product knowledge of Sellercloud through ongoing training and hands-on experience. At the same time, you will be expected to think independently, ask the right questions, and investigate situations where the answer may not immediately be clear.
Outcomes - What Success Looks Like
Deliver timely, accurate, and professional technical support to customers through phone, email, and chat.
Build strong knowledge of Sellercloud, its functionality, and the eCommerce processes it supports, including orders, inventory, fulfilment, and online marketplaces.
Investigate customer issues independently using structured troubleshooting, available technical tools, and relevant system information before determining the appropriate resolution or escalation.
Troubleshoot data, API, integration, configuration, and system-related issues using SQL, logs, and structured data where appropriate.
Communicate confidently with customers during live calls, asking effective questions and clearly explaining technical issues and recommended solutions.
Manage support tickets effectively, keeping customers informed and ensuring clear communication between customers and internal teams through to resolution.
Conduct thorough root cause analysis, identify recurring patterns, and prepare clear and detailed information when an issue requires escalation to Development.
Continuously develop your Sellercloud and technical knowledge, applying feedback and learning from new scenarios that may not have been covered during formal training.
Skills & Competencies - How the Work Gets Done
Technical Expertise - Highly appreciated when you bring:
Experience in eCommerce, technical support, application support, software support, or another relevant customer-facing technical environment
Experience with online marketplaces, orders, inventory, fulfilment, or other eCommerce processes
Strong written and spoken English, with the confidence to troubleshoot and communicate with customers during live calls
Ability to write and run SQL…