Northport Systems Inc. is a Canadian manufacturer of GPS navigation
software and Apps for marine and recreational markets. With global
sales, Northport is an exciting company working in a fast-paced
and rapidly changing technology market. Learn more about Northport
Systems at www.fugawi.com and www.x-traverse.com.
Northport is seeking a Software Support Specialist.
1. Provide technical support to end-user and reseller customers
and manage expectations thereof,
2. Manage various support systems and web services and liaise with
development staff when appropriate,
3. Maintain technical documentation and training materials as required,
4. Provide support to sales staff as required, and
5. Administrative duties including shipping.
1. Problem Management and Resolution:
a. Assume a technical leadership role in resolving simultaneous
problems experienced by end-user and reseller customers of Northport
Systems software products,
b. Coordinate the efforts of development and other technical staff
to ensure the timely resolution of reported problems; and
c. Handle the technical escalation of customer issues.
Software Problem Tracking:
a. Ensure that the ticket tracking system is current, with clear,
concise and technically accurate updates;
b. Ensure that the timelines for resolution of software defects
match customer expectations; and
c. In consultation with the support and development, ensure that
software issues and feature suggestions are prioritized and repaired
or developed as required.
a. Managing customer expectations, and
b. Proactively develop effective, trust-oriented relationships with
customers, dealers, distributors, and resellers.
Strategy & Planning
a. Assist with the vision, strategy, planning, and communication
of product support services.
Trade Show Attendance
a. Assist with physical preparation of trade show brochures and
b. Represent the company at a few trade shows per year (some travel
two or three times per year may be required).
Training & Customer Service:
a. Develop and maintain technical documentation as required,
b. Develop and maintain training materials as required, and
c. Assist sales staff with sales inquiries and questions.
· Experience with a majority of the following is sought after:
installing, maintaining, and troubleshooting various operating systems
(Windows XP, Vista, 7, 8, iOS, Linux); experience providing technical
support services to end-users via phone and email; proficiency with
Microsoft Office, virtual machines, online shopping services, and
Google Apps for Business; electronics sales or outdoor recreation
sales; and experience with mapping, GIS or GPS technology,
· Post-secondary degree/diploma, and
· Driver's license and experience with sailing or boating
· Speak and write articulately,
· Ability to analyze problems and identify solutions,
· Ability to multi-task,
· Self-directed and self-motivated, and
· Ability to work in small teams.
Northport Systems Inc.
is seeking a candidate who will be a good fit. Due to the small
office environment, the ability to wear multiple hats, be self-motivated,
and desire for personal development and growth is preferred.
Applicants should provide a cover letter, resume with remuneration
expectations, and a single slide PowerPoint presentation about themselves