Catapult

Product Support Technician – Performance and Health

Catapult

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $37,970 - $75,490 per year

About the role

  • Provide technical support assistance to clients through phone, email or live chat conversation.
  • 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 on-boarding to new users as required
  • Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
  • Knowing when to escalate problems to the Senior Product Support Technicians
  • 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, as required
  • 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 , including testing, staging & servicing of devices when required.
  • Attend onsite client visits and special events as and when required.
  • Work on-call over weekends as required

Requirements

  • 1-2 years of technical support experience required. Willing to go above and beyond for the customer
  • Associate 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
  • Experience working with hardware and/or wearable technology preferred
  • Experience with Catapult Openfield platform preferred.
  • 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.
Benefits
  • Health, Dental, and Vision insurance
  • 401(k) retirement plan with company match
  • Generous paid leave
  • Recognized company holidays
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootinginstallationhardware repairsoftware validationsupport process validationremote onboardingticketing systems
Soft Skills
customer serviceproblem ownershipcollaborationadaptabilitytask completion
Certifications
Associate degree in Computer ScienceAssociate degree in ITAssociate degree in sports science