[Hiring] Product Support Technician @Catapult Sports

Role Description

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. You will be the customer’s first point of contact to resolve product issues for customers all around the globe.

We believe that our customers deserve the best platform and we pride ourselves in the service we deliver. We are on a mission to maximise 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.

What You’ll Do

• Provide basic user administration, remotely, to Catapult clients
• Provide technical support assistance to global clients through phone, email or live chat
• Deliver remote product training
• Troubleshoot hardware and software issues
• 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 help documentation for new features prior to release
• Document use cases and problem solutions
• 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 software team
• Effectively prioritize the incoming queue
• Utilize Remote Software to access both customer and internal hardware

Qualifications

• Can speak Spanish and English all to a level of business proficiency
• Occasional onsite and product training
• Excellent written and verbal communication skills required
• 1-2 years of technical support experience required. Willing to go above and beyond for the customer
• Preferred degree in Computer Science, IT, sports science or equivalent experience in a related field
• Prior troubleshooting experience with PC based systems
• Experience with support ticketing platforms; Salesforce and Zendesk preferred
• Ability to work extended hours and on weekends, when required
• Ability to thrive in a dynamic work environment and see tasks through to completion
• A good understanding of soccer, including the challenges that athletes and coaches face

Benefits

• Work with some of the most ambitious and intelligent people in an exciting industry
• Constructive, open and honest communication to innovate and create smart solutions
• Opportunity to work across multiple nationalities and cultures
• Unlimited opportunity to grow, do more, and do better
• Support for some of the most successful teams and athletes on the planet