Product Support Technician

Job Description

Catapult Sports is seeking a talented and multi-lingual Product Support Technician to support its growing customer base. The Product Support Technician will be based remotely in Brazil and will be the customer’s first point of contact to resolve product issues for customers in their region. This role involves roster work, including nights, to ensure 24/7 support to the global customer base.

• Provide basic user administration, remotely, to Latin American based 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.
• 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

• Can speak Spanish, English, and Portuguese all to a level of business proficiency.
• Excellent written and verbal communication skills required
• 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
• Ability to work extended hours and on weekends, when 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

• Opportunity to work with ambitious and intelligent people in an exciting industry.
• Opportunity to work across multiple nationalities and cultures.
• Unlimited opportunity to grow and develop.