24/7 Global Product Support Technician

Global Sports Jobs Limited

City of Melbourne

On-site

AUD 65,000 - 90,000

Full time

14 days+

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Job summary

Catapult is seeking a talented and proactive Product Support Technician to join its Melbourne team. You will be the first point of contact for customers worldwide, providing technical support for video platform solutions via phone, email or chat, and working across time zones to ensure smooth operations.

Based in Melbourne, you’ll collaborate with the global support and engineering teams, handle level 1–3 tickets, create help content, and contribute to continuous improvements while occasionally

Qualifications

Customer-focused and willing to go above and beyond for users.
Clear written and verbal communication skills.
Experience troubleshooting PC or Mac systems.
Able to work extended hours, including weekends.

Responsibilities

Provide technical support via phone, email or chat for video platform solutions.
Assist with installation, hardware repair and problem resolution.
Own issues from start to finish, escalate when needed.
Record requests and prioritise the incoming queue per procedures.
Create and update help centre content and knowledge gaps.
Collaborate with global support and engineering teams.
Use remote tools to access customer and internal hardware for urgent support.

Skills

Customer focus

Communication skills

PC/Mac troubleshooting

Extended hours

Sports knowledge

Education

Associate degree in related field

Tools

Salesforce

Zendesk

Job description

Based in Melbourne, you’ll collaborate with the global support and engineering teams, handle level 1–3 tickets, create help content, and contribute to continuous improvements while occasionally

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