Product Support Technician - Contractor

About the role

Catapult Sports provides in-game video and data solutions to Division 1 NCAA football teams. We are looking for innovative, reliable technicians to join our Live Services Operations team to assist with the delivery of these services. You will be the customer’s primary point of contact to ensure LPS Tracking solutions are tested and operational.

This role will have some roster work following the NCAA football schedule and involves monitoring and reporting on Live Games in collaboration with other members of our Live Services team, based in the Catapult Orlando/Maitland office or the Wilmington, MA office.

Responsibilities

• Provide technical support assistance to on-site technicians using our Advanced LPS Tracking 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 game for league officials' review

Requirements

• 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; Zendesk is preferred
• Available to work one 8-hour shift on weekends
• 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

Benefits

• Work with some of the most ambitious and intelligent people in an exciting industry
• Opportunity to work across multiple nationalities and cultures, building global awareness and capability
• Growth mindset and continuous improvement culture
• Outstanding paid maternity and paternity leave
• Satisfaction of knowing your work supports some of the most successful teams and individual athletes on the planet

Pay

The base pay for this position is $40 per hour. The “casual” employee will be expected to work 8-hour weekend shifts, which would be ~$320 USD per shift.

Schedule

Coverage is needed between the hours of 8am–1am ET. The quantity of technicians needed is based on the number of games played, following the NCAA football schedule.