[Hiring] Service Desk Representative @The Descartes

Role Description

As a Service Desk Representative, you will play a vital role in our Service Desk team by providing responsive and reliable first-tier support to customers around the world. You will assist in maintaining the systems and services that our global logistics customers rely on.

• 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.

Qualifications

• 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.

Requirements

• Smarts, Curiosity, Coachability, Work Ethic, Track Record, Responsibility, and Honesty.

Benefits

• 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 America).
• 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.