Global Product Support Technician: 24/7 Tech Support

Catapult Sports; Wilmington (MA); On-site; USD 29,000 - 59,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan

Paid leave

Company holidays

Job summary

Catapult Sports is seeking a talented and proactive Product Support Technician to assist our growing global customer base from our Maitland Office. You will be the first point of contact to resolve product issues for coaches, managers, and trainers around the world.

This role includes some night roster work to ensure 24/7 support and opportunities to train clients on our Video platform solutions, while collaborating with the engineering team to improve processes and support content.

Qualifications

• Experience with coaching video solutions and support tools.
• 1–2 years of technical support experience preferred.
• Strong written and verbal communication skills.
• Associate degree in a related field preferred.
• Willingness to work extended hours and weekends.

Responsibilities

• Provide technical support assistance to clients using the Video platform through phone, email, or live chat.
• Assist with installation, modification, and repair of client software/hardware issues.
• Deliver remote product training.
• Own problems through to resolution and escalate when needed.
• Record details of incoming requests and create online help center content.
• Collaborate with global support and engineering teams.
• Prioritize the incoming queue and use Remote Software to access devices.

Skills

Coaching Video solutions

Technical support experience

Willingness to go above and beyond

Education

Associate degree in Computer Science, IT, sports science

Tools

Salesforce

Zendesk

Job description

Catapult Sports is seeking a talented and proactive Product Support Technician to assist our growing global customer base from our Maitland Office. You will be the first point of contact to resolve product issues for coaches, managers, and trainers around the world.

This role includes some night roster work to ensure 24/7 support and opportunities to train clients on our Video platform solutions, while collaborating with the engineering team to improve processes and support content.