Service Desk Representative

Descartes; Makati; Remote; PHP 335,000 - 513,000; Full time

Benefits offered by this job

Flexible work-from-home

Company mobile phone & laptop

Paid sick days

Referral bonus program

Team building events

Job summary

Descartes is a global provider of logistics and supply chain technology. We are growing our customer and technical support team in a full-time, remote role based in the Philippines.

The position requires a minimum of 2 years of experience in application or technical support, strong English communication skills, and the ability to work independently in a remote setting. You will handle first-tier support, route tickets, monitor systems, and collaborate with internal teams to resolve issues.

Qualifications

• 2+ years of experience in application or technical support and customer support.
• Fluent written and verbal English; other languages are a plus.

Responsibilities

• Deliver professional first-tier support via phone, email, and other communication channels.
• Route calls and tickets accurately to internal support teams.
• Monitor systems and applications proactively.
• Communicate updates clearly and promptly to customers.
• Escalate issues effectively to technical departments when needed.
• Support customers in setting realistic expectations and response timelines.
• Adapt to evolving duties, expectations, and policies with flexibility.

Skills

Application support

Customer support

Technical support

English fluency

Job description

Descartes Unites the People and Technology that Move the WorldThe 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.

Full-time position, 6-month probation period

Key Responsibilities:

• Deliver professional first-tier support via phone, email, and other communication channels.
• Route calls and tickets accurately to internal support teams.
• Monitor systems and applications proactively.
• Communicate updates clearly and promptly to customers.
• Escalate issues effectively to technical departments when needed.
• Support customers in setting realistic expectations and response timelines.
• Adapt to evolving duties, expectations, and policies with flexibility.

What We’re Looking For:

We’re seeking someone with a strong foundation and the aptitudes that matter most: Smarts, Curiosity, Coachability, Work Ethic, Track Record, Responsibility, and Honesty. Specifically, you’ll need:

• 2+ years of experience in application or technical support and Customer support.
• Fluent written and verbal English; other languages are a plus.
• Ability to work independently and stay organized in a remote setting.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving mindset.
• Resilience under pressure in fast-paced environments.
• Experience in logistics, supply chain, or transportation industries is a plus.
• Previous help desk or IT support experience is an asset.

Why Join Us:

This new role reflects our team’s growth and the exciting opportunities ahead. At Descartes, you’ll enjoy:

• A competitive salary
• Flexible work-from-home setup
• Paid sick days
• Company mobile phone & laptop
• Bonus programs: referral
• Team building and company events
• A global team where your work truly matters

Work Schedule: Tuesday to Saturday (PHP times)

• Tuesday – Saturday: 4am-12pm/6am-2pm(times will fluctuate as coverage is needed and time change in North American)
• Sunday/Monday: Back up for vacations/sick( person needs to be able to be flexible with hours and days) Able to work weekends is a must.

Join UsAs 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.

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, 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 Descartes.com.