Description: Navarik Corp is seeking a technical writer for a short-term contract to join its product development team to create end-user documentation for the Navarik Inspection product. Navarik Inspection is a web-based, enterprise-class software application. As a technical writer, you will work with the Product Manager to design, create and update concise, easy-to-understand user manuals for the Navarik Inspection application. You are self-directed and team-oriented with the ability to understand the needs of business users and application administrators, and deliver the documents necessary to make them successful in performing their tasks. You are focused on producing high-quality documentation and understand how your work contributes to the overall success of the product.

Responsibilities:

Design, create, update user level documentation for the Navarik Inspection application.

Required Skills/Experience:

• At least 6+ years writing technical documentation for a software development company
• Past experience documenting enterprise-class software
• Exceptional technical writing and editing skills
• Proven ability to write documentation for non-technical business users and administrators
• Ability to consistently meet deadlines and deliver high-quality materials
• Proven track record of innovation for making online documentation more usable and useful for customers
• Strong experience using XML tools to write single-source documentation for both HTML based help and PDF distribution
• Ability to learn quickly and adjust priorities in a dynamic environment with short release cycles
• Demonstrated ability to adhere to existing styles and processes, and contribute towards improving them as necessary
• Strong team player and able to work with documentation management to establish goals and priorities
• Ability to learn new technologies quickly

Desired Skills:

• Experience using Adobe FrameMaker or equivalent single source authoring tools.

To apply, email your resume and cover letter (plain text, HTML, RTF, or PDF only please) to hr@navarik.com, or fax them to +1 604 633 0019. We will contact only those applicants from whom we’d like more information.

You must be available for interviews and to work in Vancouver, and be currently eligible for employment in Canada.

Position Summary:

• The User Support Specialist – Tier 2 provides advanced troubleshooting for the company’s web-based applications.
• Responds to new customer reported issues
• Keeps abreast of new product features and improvements
• Liaises with other departments to solve system problems
• Monitors system health
• Escalates issues to development and technical operations when necessary
• Mentors tier 1 support staff
• Creates detailed bug report
• This position involves shift work on a 1 month, rotating schedule (8 hour shifts: 8am - 4pm, 4pm - midnight, midnight - 8am)

Major Responsibilities:

• Responds to support requests from external customers of our internal web applications and custom solutions
• Triage of system bugs
• Input all issues into support software system
• Liaison with Development, QA and Technical Operations to solve customer problems
• Provide detailed bug reports
• Communicate with customer to gather information and to provide updates and maintenance notices
• Provide rotating on-call coverage for escalated issues
• Documentation of problem solutions, knowledge base articles, training material and FAQs

Profile:

• Logical thinker with proven problem solving ability
• Proficient in troubleshooting web based applications
• Well organized and able to prioritize tasks based on business needs
• Excellent oral and written communication skills
• Team approach
• Committed to continuous study of new and developing technologies
• Customer focused

Must have skills:

• Post secondary education, minimum 2 years, ideally in information technology/programming
• Experience troubleshooting database driven, web-based applications written in PHP & Ajax
• Experience with RedHat Linux
• Minimum 2 years experience in a tier 2 technical support position
• QA testing experience

Nice to have:

• PHP, Ajax, CSS or other web programming experience
• Experience with Oracle RDBS
• Experience with Nagios and Coradiant monitoring systems
• Experience working with load balanced web applications

In order to better service it’s expanding Customer base Navarik is extending it’s support hours and is looking to add two Customer Support Specialists immediately.

The Area: Customer Care

The Customer Care group at Navarik plays a critical role in the Company’s success. Responding to the day-to-day needs of the Navarik user community, the Customer Care team is the liaison between the user community and internal Navarik resources. We work closely with all users to ensure they know how to use Navarik software systems. We respond to and resolve questions, suggestions and issues in a professional and courteous manner.

The Role: Customer Support Specialist

As a Customer Support Specialist, in Navarik’s Vancouver office, you are the first point of contact for user questions and issues. You provide well-versed proactive and reactive support including inbound and outbound phone calls, email and chat. Support issues could include answering questions about Navarik systems functionality and helping to troubleshoot and facilitate issue resolution. As part of the Customer Care team, you help build and maintain successful long-term relationships with the Navarik user community by providing service that meets or exceeds established standards.

Responsibilities:

Tier 1 (front line) support

• Provide superior front line support and assistance to external users through phone, email and chat.
• Have a good working knowledge of the systems Navarik hosts and operates.
• Troubleshoot, escalate and respond to support requests.
• Track all support requests in Navarik’s internal CRM systems.
• Communicate effectively with internal Navarik resources to enhance products and resolve issues.
• Ensure the prompt resolution of issues.
• Regularly communicate the status of outstanding issues.
• Take and active role in the ongoing testing and review of Navarik systems.
• Additional projects or tasks as assigned by your Manager.

Documentation and Training

• Assist with the creation and ongoing maintenance of user manuals, training manuals, training materials and training videos.
• Provide web-based training when required.
• Proactively monitor the issues reported by the user community to revise manuals and training materials where appropriate.

Requirements:

Required Experience

• College Degree or technical certification but will consider applicants with equivalent work-related experience.
• Minimum 2 years of software support, quality assurance or technical experience involving troubleshooting activities.
• Demonstrated experience in troubleshooting and problem-solving skills.
• Experience in companies using web-based technologies
• Able to work afternoon (4pm – 12am) or night shift (12am – 8am).

Required Communication Skills

• Polished and professional
• Provide accurate and meaningful information in a manner that ensures customer understanding and acceptance.

Not Required - Other Beneficial Assets

• Experience or knowledge of ocean shipping industry or oil industry, or generally supply chain and logistics management
• Fluency in spoken Spanish (and written Spanish a bonus)
• Fluency in other languages

Navarik is looking for an energetic and talented Senior Web Developer. This position is at our Vancouver office and on a full-time basis.

A Senior Web Developer at Navarik designs and implements components and features for our Navarik Inspection product using PHP, DHTML, AJAX and Web Services. Navarik Inspection is a web-based application that helps marine shipping companies to manage and exchange data with their business partners. Navarik is using the Agile Software Development process with Scrum to build Navarik Inspection.

Navarik is a diverse company made up of smart, friendly people who take pride and excel in their work. Navarik has an open office and flexible work environment with a strong team culture. Our company balances work with other fun activities such as BBQs, volleyball, skiing and go-karting.

Requirements

• Bachelor’s degree in Computer Science, Engineering or equivalent.
• Seven to 10 years of experience, 5 years related to building web applications.
• Practical experience PHP, DHTML, AJAX and Web Services.
• Practical experience with Data Modeling.
• Practical experience with SQL.
• Practical experience with Linux and Apache Web Server.
• The ability to translate business requirements into software requirements.
• The skills to lead a team to solve business and technical problems.

Assets

• Self-motivation and pride in your work.
• The maturity to act as a role model for other developers.
• The foresight to plan and organize your work and assist other developers to do the same.
• Experience working in an Agile (Scrum) Development environment.

To apply, email your resume and cover letter (plain text, HTML, RTF, or PDF only please) to hr@navarik.com, or fax them to +1 604 633 0019. We will contact only those applicants from whom we’d like more information.

You must be available for interviews and to work in Vancouver, and be currently eligible for employment in Canada.