
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.
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