Product Support Technician (Tactics & Coaching)

About the position

The Product Support Technician (Tactics & Coaching) role at Catapult involves providing exceptional product support to a rapidly growing customer base. Based in Wilmington, MA, the technician will be the first point of contact for customers globally, resolving product issues and ensuring a high-quality customer experience. The role requires some roster work, including nights, to provide 24/7 support. The technician will be responsible for improving productivity and self-development in a fast-paced environment.

Responsibilities

• Provide technical support assistance to clients using Video platform solutions through phone, email, or live chat.
• Assist in the installation of client computer software products, modification, and repair of hardware, and resolution of client technical problems.
• Deliver remote product training.
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Know when to 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 and update support processes.
• 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.
• (Senior) Responsible for advanced troubleshooting and solving complex customer issues.
• (Senior) Provide advanced technical and product training to customers and other Catapult Employees.
• (Senior) Establish reproducible cases for customer escalations and identify valid workarounds.
• (Senior) Escalate bugs to development by providing clear reproducible steps.
• (Senior) Content approver for online help center.
• (Senior) Oversee bug resolutions released to all affected customers.
• (Principle) Provide support to all escalated customer support issues.
• (Principle) Identify and deliver all product changes needed to ensure product stability.

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 and the challenges that athletes and coaches face.
• (Senior) 5+ years of technical support or user experience required.
• (Principle) 8+ years of technical support or user experience required.

Benefits

• Outstanding paid maternity and paternity leave.
• Opportunities for growth and development.
• Collaborative and challenging work environment.
• Work with a diverse workforce across multiple nationalities and cultures.