Product Support Technician

The role

You will provide technical support to clients using Video platform solutions via phone, email, or live chat. You will also assist with software installation, hardware repair, remote product training, and validating new software features.

What you will do

• Provide technical support assistance to clients using Video platform solutions through phone, email or live chat.
• Provide assistance and coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems.
• Deliver remote product training.
• Retain ownership of problems through to resolution.
• Escalate problems to the next level of support.
• Record details of all incoming support requests in line with company procedures.
• Create support content for the online help center.
• Help validate new software features, including getting hands-on with the technology out in the field.
• Help validate and update support processes.
• Work collaboratively with other members of the global support team and engineering department.

Required qualifications

• Willingness to go above and beyond for the customer is required.
• Written and verbal communication skills required.
• Prior troubleshooting experience with PC or Mac based systems.
• Ability to work extended hours and on weekends is required.
• Ability to thrive in a dynamic work environment and see tasks through to completion.
• Great understanding of a range of sports. Including the challenges that athletes and coaches face.

Nice to have

• Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or MatchTracker
• 1-2 years of technical support experience
• Associate degree in Computer Science, IT, sports science or equivalent experience in a related field
• Experience with support ticketing platforms; Salesforce and Zendesk

Benefits

• Generous paid leave
• Recognized company holidays
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan with company match

About the company

Catapult is a sports technology company that empowers professional teams to make data-driven decisions. They provide health, performance, video, and AI insights to over 5,000 teams around the world.