Support Engineer

POSITION SUMMARY

Descartes is a leading provider of Ocean Transportation Rate Management Systems and Ocean Publishing Services. The systems and services that Descartes supplies to VOCCs, NVOCCs, shippers, and other ocean intermediaries allows them to maintain global rate repositories, manage allocation, and maintain detention and demurrage charges. Descartes GPM Expertise Center is responsible for providing customer support for internal and external Global Pricing Manager (GPM) customers.

As a member of the GPM Expertise team, you will provide application support, prioritize bug fixes, generate reports, and manage customer expectations. Additionally, you will be expected to participate in SCRUM meetings and assist with the scheduling of software releases. Except for critical issues, the normal support hours are between 0800 to 1800 Manila time.

RESPONSIBILITIES:

• Provide customer assistance to external and internal customers via phone, e-mail, Chat, and Descartes’ support portal
• Troubleshoot and diagnose reported issues
• Proactive application monitoring
• Maintain customer contact and incident information within ticketing application
• Follow and write procedural and diagnostic documentation
• Provide application support
• Prioritize bug fixes
• Assist with the scheduling and notification of pending software releases
• Participate in SCRUM calls
• Maintain departmental Key Performance Indicators (KPIs)
• Ensure proper call ticket escalation
• Report generation

REQUIREMENTS:

• Bachelor’s degree or equivalent work experience
• Minimum of 2 years’ experience working in application support environment
• Strong analytical, clerical, organizational, problem-solving, and project management skills
• Ability to multi-task and prioritize effectively
• Able to work as a team member and independently
• Ability to follow instructions
• Detailed oriented
• Strong German and English verbal and written communication skills
• Must work well under pressure to meet the time sensitive demands of our customers
• Ability to work under pressure to meet both short and long-term deadlines
• Service oriented and solution driven
• Must be computer literate and have a working knowledge of Word, Excel, and PowerPoint

Additional Consideration:

• Previous Help Desk Experience
• Knowledge of ocean carrier operations
• Rate management experience
• Supply Chain Management experience
• Freight audit experience
• Knowledge of SQL scripting
• Database experience, including Informix and SQL Server
• SAP CRM experience is highly preferred
• Ability to learn quickly through real time training within a production environment
• Proficient with Microsoft Office products, including spreadsheets