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Software Support Specialist (Yonge and St. Clair)
at Jobs in Toronto in Toronto
Position: Software Support Specialist
About Northport:
Northport Systems Inc. is a Canadian manufacturer of marine and land navigation and mapping software for consumer and commercial markets. Northport is an exciting company working in a fast-paced and rapidly changing technology market. Learn more about Northport Systems at www.fugawi.com.
Opportunity:
Northport is seeking a Software Support Specialist for a 12 month contract, starting in November 2011.
The position responsibilities will be fourfold:
1. Provide technical support to end-user and reseller customers and manage expectations thereof;
2. Manage the support ticket system and liaise with development staff to ensure coordinated progress which meets expectations;
3. Develop technical documentation and training materials as required; and
4. 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:
- Post-secondary degree/diploma or current enrollment in post-secondary diploma program.
- 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, iOS, Web 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 7, iOS);
- 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; and
- French, Spanish, Italian or German second-language proficiency an asset.
To apply:
Applicants should provide a covering letter with their resume and remuneration preferably by fax to 416-964-6313
Published at 25-10-2011
Viewed: 242 times
Viewed: 242 times
