What are the responsibilities and job description for the Global Support Representative position at Nulogy?
YOUR MISSION
Global Support Representatives provide an exceptional customer experience while answering complex technical support questions from Nulogy’s customers across the globe. 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!
Nulogy is a manufacturing technology company driven by a vision to make life better for the people who plan, produce, and deliver the products we use every day.
Nulogy’s Manufacturing Operating System helps manufacturers and packagers automate every stage of the production process—from inventory to quality—which reduces operating costs, increases efficiency, and boosts customer satisfaction. Hundreds of manufacturing sites around the world are powered by Nulogy, and our software also runs in the networks of world-leading brands such as Colgate-Palmolive, L’Oréal, and Procter & Gamble.
Nulogy has grown rapidly over the last decade, and we are proud to be recognized with a number of awards including: Canada’s Top Small & Medium Employers, Food Logistics Top 100 Software Provider, and Canada's Most Admired Corporate Culture. Nulogy has also received multiple awards for company culture, the most recent being one of Canada’s Top Small & Medium Employers for 2024, Great Place to Work 2025 & Greater Toronto’s Top Employers for 2025.
By joining Nulogy, you’ll become part of a fantastic culture of capable and motivated individuals. You’ll also join a team that is solving challenging problems every day with the potential to make a global impact.
OUR VALUES
1. We put people first
We lead with genuine care, build strong relationships, and create space for people to grow.
2. We rewrite the playbook
We don’t wait for perfect conditions. We move, deliver, and refine, solving problems creatively as we go.
3. We learn up
We stay curious, learn from the people and experiences around us, and keep looking ahead.
4. We take the hot potato!
When something goes wrong, we don’t pass the problem along. We take ownership and work together to solve it.
5. We ring the bell together
We celebrate success as a team and recognize the people who helped make it happen.
WHY NULOGY
We’re solving problems that no one has been able to solve before. This is an opportunity to join a team that is transforming the way that supply chains are structured.
Competitive benefits package: Group benefit plans including health, dental, and vision that start on day one—benefit premiums are fully paid by the employer; Parental leave: 100% top-up for 15 weeks for any parent of biological or adopted children; Flexible paid vacation policy; RRSP Matching Program, 401K program.
FULLY REMOTE
Everyone is set up with the tools and resources required to stay connected and help employees do their best work.
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.
Global Support Representatives provide an exceptional customer experience while answering complex technical support questions from Nulogy’s customers across the globe. 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
- 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 is a manufacturing technology company driven by a vision to make life better for the people who plan, produce, and deliver the products we use every day.
Nulogy’s Manufacturing Operating System helps manufacturers and packagers automate every stage of the production process—from inventory to quality—which reduces operating costs, increases efficiency, and boosts customer satisfaction. Hundreds of manufacturing sites around the world are powered by Nulogy, and our software also runs in the networks of world-leading brands such as Colgate-Palmolive, L’Oréal, and Procter & Gamble.
Nulogy has grown rapidly over the last decade, and we are proud to be recognized with a number of awards including: Canada’s Top Small & Medium Employers, Food Logistics Top 100 Software Provider, and Canada's Most Admired Corporate Culture. Nulogy has also received multiple awards for company culture, the most recent being one of Canada’s Top Small & Medium Employers for 2024, Great Place to Work 2025 & Greater Toronto’s Top Employers for 2025.
By joining Nulogy, you’ll become part of a fantastic culture of capable and motivated individuals. You’ll also join a team that is solving challenging problems every day with the potential to make a global impact.
OUR VALUES
1. We put people first
We lead with genuine care, build strong relationships, and create space for people to grow.
2. We rewrite the playbook
We don’t wait for perfect conditions. We move, deliver, and refine, solving problems creatively as we go.
3. We learn up
We stay curious, learn from the people and experiences around us, and keep looking ahead.
4. We take the hot potato!
When something goes wrong, we don’t pass the problem along. We take ownership and work together to solve it.
5. We ring the bell together
We celebrate success as a team and recognize the people who helped make it happen.
WHY NULOGY
We’re solving problems that no one has been able to solve before. This is an opportunity to join a team that is transforming the way that supply chains are structured.
Competitive benefits package: Group benefit plans including health, dental, and vision that start on day one—benefit premiums are fully paid by the employer; Parental leave: 100% top-up for 15 weeks for any parent of biological or adopted children; Flexible paid vacation policy; RRSP Matching Program, 401K program.
FULLY REMOTE
Everyone is set up with the tools and resources required to stay connected and help employees do their best work.
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.