Product Support Technician - Contract

Job Description

Catapult Sports is seeking a proactive Product Support Technician for a contract position based in Maitland, FL. The technician will be the primary point of contact for customers, ensuring Live Video solutions are tested and operational. This role involves providing time-sensitive front-line support to onsite technicians of Catapult's Focus Live product and monitoring live games in collaboration with the Live Services team.Responsibilities include:

• Providing technical support via phone, email, or live chat.
• Collaborating with onsite technicians to ensure pre-game checks are completed.
• Retaining ownership of problems through to resolution.
• Escalating time-sensitive problems to the next level of support.
• Recording details of support requests.
• Validating new software features.
• Working collaboratively with the global support team and engineering department.
• Prioritizing the incoming queue.
• Utilizing Remote Software to access hardware.
• Submitting post-game summary reports.

Requirements include:

• Experience using Coaching Video solutions (Thunder, Focus, Vision, MatchTracker preferred).
• 1-2 years of technical support experience (preferred).
• Willingness to go above and beyond for the customer.
• Associate degree in Computer Science, IT, sports science, or equivalent experience (preferred).
• Strong written and verbal communication skills.
• Prior troubleshooting experience with PC or Mac based systems.
• Experience with support ticketing platforms (Zendesk preferred).
• Availability to work one 8-hour shift on Saturdays (required).
• Ability to thrive in a dynamic work environment.
• Great understanding of a range of sports.

Catapult Sports offers:

• Opportunity to work with ambitious and intelligent people.
• A collaborative and challenging environment.
• Opportunity to work across multiple nationalities and cultures.
• Opportunity for growth and development.