Position: Software Support Specialist.

Northport is seeking a Software Support Specialist for a 13 month contract to commence in March, 2008.

• Provide technical support to end-user and reseller customers and manage expectations thereof;
• Manage the support ticket system and liaise with development staff to ensure coordinated progress which meets expectations;
• Develop technical documentation and training materials as required; and
• Provide backup support to sales staff during peak times.

Key Responsibilities:

Problem Management & Resolution

- Assume a technical leadership role in resolving simultaneous problems experienced by end-user and reseller customers of Northport Systems software products,
- Coordinate the efforts of development and other technical staff to ensure the timely resolution of reported problems; and
- Handle the technical escalation of customer issues.
Software Problem Tracking:
- Ensure that the ticket tracking system is current, with clear, concise and technically accurate updates;
- Ensure that the timelines for resolution of software defects match customer expectations; and
- In consultation with the development team, ensure that software issues and feature suggestions are prioritized and repaired or developed as required.

Relationship Management:

- Managing customer expectations; and
- Proactively developing effective, trust-oriented customer relationships.

Training and Customer Service:

- Develop technical documentation as required;
- Develop training materials as required;
- Provide backup assistance to sales staff during peak times; and
- Attend major trade shows to provide sales support (some travel may be required).

Strategy & Planning:

- Assist with the vision, strategy, planning, and communication of product support services activities.


Experience & Qualifications:

- Clear, concise and articulate verbal and written communications skills that can be directed at senior management, technical resources, and customers alike in a consistent and highly effective manner;
- Ability to analyze and reproduce problems involving the Northport product line (Windows PC, Windows Mobile and Palm OS environments);
- Ability to propose viable potential fixes to problems;
- Ability to identify, and recommend solutions or workarounds to problems;
- Ability to handle concurrent issues, projects and tasks in a controlled and systematic manner to ensure high-quality support of customers and partners.
- Ability to install, administer, and troubleshoot relevant operating systems (Windows XP, Vista, Windows Mobile 5, Palm OS);
- General user proficiency with Microsoft Office products (Word, Excel, Access);
- Comfortable with software products and related technologies;
- Strategic thinker, creative and self motivated, with strong analytical skills;
- Familiarity with VMWare Workstation an asset;
- Familiarity with GoldMine an asset;
- Experience in consumer electronics sales or outdoor recreation sales an asset;
- Experience providing technical support services for software products to end-users an asset;
- Experience with mapping, GIS or GPS technology an asset;
- French, Spanish, Italian or German second-language proficiency an asset; and
- Post-secondary degree/diploma or current enrollment in post-secondary diploma program.

To apply:

Applicants should provide a covering letter with their resume and remuneration expectations to careers@fugawi.com or preferably by fax to 416-964-6313.