Product Support Technician

Catapult Sports•Wilmington, NC

4d•Onsite

About The Position

Catapult is seeking a talented and proactive Product Support Technician to join their team and support a rapidly growing customer base. Based from their Maitland Office, this role will be the primary point of contact for customers globally, resolving product issues. The position requires roster work, including nights, to ensure 24/7 support. The company emphasizes delivering a high-quality customer experience and expects the support team to embody this ethos by taking responsibility for continuous improvement and development in a fast-paced environment.

Requirements

1-2 years of technical support experience is preferred.
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 athletes and coaches face.

Nice To Haves

Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or MatchTracker is preferred.
Associate degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred.
Experience with support ticketing platforms; Salesforce and Zendesk is preferred.

Responsibilities

Provide technical support assistance to clients using Video platform solutions via phone, email, or live chat.
Assist with and coordinate the installation of client computer software products, hardware modification and repair, and resolution of technical problems.
Deliver remote product training.
Retain ownership of problems through to resolution to ensure high user satisfaction.
Escalate problems to the next level of support when necessary.
Record details of all incoming support requests accurately, following company procedures.
Create support content for the online help center.
Validate new software features, including hands-on testing in the field.
Validate and update support processes.
Collaborate effectively with the global support team and engineering department.
Prioritize the incoming support queue.
Utilize remote software to access customer and internal hardware.