Product Support Technician

Catapult is building the future of sports performance technology, with a mission to Unleash the Potential of every athlete and team on earth. We work with over 5,000+ teams around the world, empowering coaches, managers and trainers in premier teams in the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more. We provide the information they need to optimize athletes’ health, game-day readiness, and performance, as well as in-game tactics.

About the role

We are looking for a talented and proactive Product Support Technician to support the rapidly growing customer base of our ambitious, fast-growing and transforming company. Based from our Maitland Office, you will be the customer’s first point of contact to resolve product issues for customers all around the globe. This role will have some roster work including nights to ensure 24/7 support to our global customer base.

Responsibilities

• Provide technical support assistance to clients using our Video platform solutions through phone, email or live chat.
• Provide assistance and all necessary 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 to ensure a high level of user satisfaction.
• Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained.
• 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.
• Utilize Remote Software to access both customer and internal hardware.

Requirements

• Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or MatchTracker is preferred.
• 1-2 years of technical support experience is preferred.
• Willingness to go above and beyond for the customer is required.
• Associate degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred.
• Written and verbal communication skills required.
• Prior troubleshooting experience with PC or Mac based systems.
• Experience with support ticketing platforms; Salesforce and Zendesk is preferred.
• 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.

Qualifications

• Passion for providing exceptional product support.
• Ability to work in a dynamic, fast-paced environment.
• Strong problem-solving and communication skills.
• Self-motivated and proactive approach to work.

Skills

• Technical support experience.
• Experience with coaching video solutions.
• Experience with support ticketing platforms.
• Ability to work extended hours and on weekends.
• Understanding of a range of sports.

Benefits

Our support team must match this ethos by taking responsibility for constantly improving productivity and development of self and be able to excel in a fast-paced environment. There is unlimited opportunity to grow, do more, and do better. Whether you’re interested in sports or not, you’ll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet!

Pay

The target Total Compensation range for this position is $29,484 to $58,968 per year. This range is inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures). Your specific compensation within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills. In addition to this compensation, Catapult also offers generous paid leave and recognized company holidays, and the opportunity to participate in our comprehensive benefits package, including Health, Dental, and Vision insurance, and 401(k) retirement plan with company match.