Product Support Technician – Tactics & Coaching
| Company | Catapult |
|---|---|
| Location | Burlington, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Junior |
Requirements
- 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.
Responsibilities
- 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.
Preferred Qualifications
- Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or MatchTracker is preferred
- 1-2 years of technical support experience is preferred
- Associate degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred
- Experience with support ticketing platforms; Salesforce and Zendesk is preferred