Product Support Technician - Contract

What You'll Do

• Provide technical support assistance to on-site technicians using our Video platform solutions through phone, email or live chat
• Collaborate with the dedicated on-site technicians to ensure pre-game checks are completed within the agreed-upon time frame
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction
• Escalate time-sensitive problems to the next level of support
• Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained
• Help validate new software features, including getting hands-on with the technology out in the field
• Work collaboratively with other members of the global support team and engineering department
• Effectively prioritize the incoming queue
• Utilize Remote Software to access both customer and internal hardware
• Submit a post-game summary report for each assigned games for league officials review

What You'll Need

• 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
• Ace 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; Zendesk is preferred
• Available to work one 8-hour shift on Saturdays 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.

Why Catapult?

• We have amazing people. We can promise you will work with some of the most ambitious and intelligent people in an exciting industry, and you will do some of the best work of your life.
• We encourage our people to have constructive, open and honest communication; to make Catapult extraordinary; innovate and create smart solutions; establish a collaborative, yet challenging, environment to develop our performance and the performance of our customers.
• Our workforce spans more than 20 countries, you'll have the opportunity to work across multiple nationalities and cultures, and build your global awareness and capability even beyond what it is today.
• We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to do things better. There is unlimited opportunity to grow, do more, and do better.
• We care about you. We offer outstanding paid maternity and paternity leave.

Base Pay

The base pay for this position is $30 per hour. Your specific base pay within this range will be determined by factors such as your geographic location, relevant experience, and job-related skills.