Global Support Representative
COMPANY OVERVIEW
Nulogy is a technology company with a vision of greater collaboration and agility within the supply chain. Nulogy’s software platform enables Consumer Packaged Goods (CPG) companies and their contracted (external) network of manufacturers and packagers to reduce waste, reduce costs, and better serve their customers. Nulogy’s technology is currently being leveraged within the world’s leading CPG organizations (including brands like Colgate-Palmolive, L’Oréal, and P&G) and has become synonymous with best-of-breed supply chain solutions. Nulogy has grown rapidly over the last decade, and the company is proud to be recognized with a variety of awards including; Canada’s Top Small & Medium Employers, and Food Logistics Top 100 Software Provider and Canada's Most Admired Corporate Culture. Nulogy has also received multiple awards for company culture including most recently Canada’s Top Small & Medium Employer award 2024, Great Place to Work 2025 & Greater Toronto’s Top Employers for 2025.
By joining Nulogy, not only will you be joining a fantastic culture of capable and motivated individuals, you'll also be joining a team that is solving challenging problems everyday with the potential to make a global impact.
MISSION
Global Support Representatives provide an exceptional customer experience while answering complex technical support questions from Nulogy’s customers across the globe. This position will focus on providing services during EMEA time zones. You will be an expert on all of Nulogy's services, able to assist with the most challenging inquiries. Global Support Representatives act as product experts, empowering customers with product knowledge and guiding them to self-sufficiency through education and resources. If you’re passionate about helping people and want to work in a challenging, fast paced environment you may be our next Global Support Representative!
KEY RESPONSIBILITIES
- Support our customers by email and phone with their inquiries on a day‐to‐day basis
- Manage customer expectations appropriately and always follow up on promises and time commitments
- Accurately log all customer communications in our support ticket tracking tool
- Understand customer business processes and software system processes and their relationships
- Complete regular tasks for customers such as report creation
- Ensure reported defects are thoroughly tested, replicated and documented
- Work closely with our development support team to ensure incidents are resolved timely and within SLA’s
- Update internal and customer facing knowledge base with new support articles, videos and training material
- Able to occasionally travel and visit our customers
ABOUT YOU
- Understands the concept of providing an excellent customer experience
- Be eager to build a strong rapport with our customers and their employees
- Be friendly, empathetic, patient and personable even under stressful circumstances
- Have outstanding written and verbal communication skills
- Can exercise the “Three T’s” (Thinking, Talking, Typing)
- Show a strong ability to solve problems creatively, and systematically
- Demonstrate great attention to detail, and be an organized thinker
- Strong technical, software, internet experience
- Available for rotational on-call After Hours Support
- 3+ years of customer/technical service experience
NICE TO HAVE
- Knowledge of relational databases, SQL, Microsoft Excel
- Experience in supply‐chain, EDI, logistics, manufacturing or packaging
- Multilingual (Spanish, French, Mandarin)
Nulogy embraces diversity, and we recognize the need for teams that represent a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We encourage everyone to apply.