About Us:
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.

Opportunity:
Northport is seeking a Software Support Specialist.

Overall Responsibilities:
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.

Key Responsibilities:
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.

2. 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.

3. Relationship Management:
a. Managing customer expectations, and
b. Proactively develop effective, trust-oriented relationships with customers, dealers, distributors, and resellers.

4. Strategy & Planning
a. Assist with the vision, strategy, planning, and communication of product support services.

5. Trade Show Attendance
a. Assist with physical preparation of trade show brochures and booths, and
b. Represent the company at a few trade shows per year (some travel two or three times per year may be required).

6. 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.

Technical Requirements:
· 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 an asset.

Soft Skills Requirements:
· 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.

To apply:
Applicants should provide a cover letter, resume with remuneration expectations, and a single slide PowerPoint presentation about themselves to careers@fugawi.com.