Product Support Technician (Tactics & Coaching)

Global Sports Jobs Limited; City of Melbourne; Presencial; AUD 65.000 - 90.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer focus

Communication skills

PC/Mac troubleshooting

Extended hours

Sports knowledge

Educación

Associate degree in related field

Herramientas

Salesforce

Zendesk

Descripción del empleo

About the Role

Catapult is looking for a talented and proactive Product Support Technician to support the rapidly growing customer base of an ambitious, fast-growing and transforming company. Based from the Melbourne office, the role holder is the customer's first point of contact for resolving product issues for customers around the globe. The position involves some roster work, including nights, to ensure 24/7 support for a global customer base. The role sits within a global support team that works closely with the engineering department and takes responsibility for constantly improving productivity and personal development while excelling in a fast-paced environment.

Key Responsibilities

• Provide technical support assistance to clients using the Video platform solutions through phone, email or live chat.
• Provide assistance and all necessary coordination in the installation of client computer software products, the modification and repair of hardware, and the resolution of client technical problems.
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction, escalating to the next level of support when required.
• Record details of all incoming support requests in line with company procedures, ensuring accurate information is obtained, and effectively prioritise the incoming queue.
• Create support content for the online help centre, identifying and filling knowledge gaps.
• Help validate and update new software features and support processes, including getting hands-on with the technology out in the field.
• Work collaboratively with other members of the global support team and the engineering department.
• Utilise remote software to access both customer and internal hardware, and provide urgent live support during peak times, particularly on high-volume sports match days and training windows.
• Independently manage and resolve complexity level 1 and 2 support tickets, progressing to advanced level 3 tickets and advanced troubleshooting across complex client environments with minimal supervision.
• Lead the resolution of high-priority, urgent technical issues to ensure minimal disruption for clients, and drive product and team improvements by identifying product and support process improvements.

Required Experience & Qualifications

• Willingness to go above and beyond for the customer.
• Written and verbal communication skills.
• Prior troubleshooting experience with PC or Mac based systems.
• Ability to work extended hours and 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.

Preferred Skills

• Experience using coaching video solutions such as Thunder, Focus, Vision and/or MatchTracker.
• 1-2 years of technical support experience.
• Associate degree in Computer Science, IT, sports science or equivalent experience in a related field.
• Experience with support ticketing platforms; Salesforce and Zendesk.

Workplace

• Roster work including nights to ensure 24/7 support for a global customer base.

The Application Process

1. 1. All offers of employment are subject to a positive prehire check.