Product Support Technician, Catapult Sports
Tactics & Coaching
Office located in Wilmington, MA
Sports technology for athlete performance
Be an early applicant
Sports technology for athlete performance
501-1000 employees
Be an early applicant
Office located in Wilmington, MA
501-1000 employees
Company mission
To unleash the potential of every athlete and team on earth.
Role
Who you are
- 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. Including 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
What the job involves
- We are looking for a talented and proactive Product Support Technician to support the rapidly growing customer base of our ambitious, fast-growing and transforming company
- Based from our Wilmington, MA office, you will be the customer’s first point of contact to resolve product issues for customers all around the globe
- This role will have some roster work including nights to ensure 24/7 support to our global customer base. We believe that our customers deserve the best platform and we pride ourselves in the service we deliver
- We are on a mission to maximize and enhance their performance through delivering a high-quality customer experience. Our support team must match this ethos by taking responsibility for constantly improving productivity and development of self and be able to excel in a fast-paced environment
- Provide technical support assistance to clients using our 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
- Deliver remote product training
- Retain ownership of problems through to resolution to ensure a high level of user satisfaction
- Knowing when to escalate problems to the next level of support
- Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained
- Create support content for the online help center
- Help validate new software features, including getting hands-on with the technology out in the field
- Help validate 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 are released to all affected customers
- (Principle) Provide support to all escalated customer support issues that cannot be resolved by Product Support Technicians and/or Senior Product Support Technicians
- (Principle) Identify and Deliver all product changes needed to ensure product stability
Our take
Catapult is a leader in the sports technology market, pioneering wearable technology that provides valuable insights to help athletes prevent injuries, optimise performance and manage their return to play. Over time, the company has expanded its offerings to include advanced wearable analytics, video analysis tools, and athlete management systems.
The company boasts an elite clientele including thousands of big-name teams worldwide, such as Real Madrid, Bayern Munich, the New York Giants, and the Australian Cricket team. These teams rely on Catapult's cutting-edge technology to monitor and improve athletes' performance across training and competition.
This is a good demonstration of Catapult's value, but where it stands out is in its support of grassroots athletes and clubs. Essentially, while many consumer-grade wearables excel at collecting data, they fail to guide people in using it effectively. To address this, Catapult creates tailored training plans to help amateur athletes leverage data for better results in a similar way to professionals.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Company HQ
Prahran, VIC
Leadership
Will Lopes
(CEO & Managing Director)Joined Catapult in 2019 as CEO and Managing Director. Previously spent 19 years at Audible in a number of roles, including Executive Vice President of International Operations and CRO. They also founded Corridor Services where they served as the CEO.
Salary benchmarks
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