Product Support Technician (Tactics & Coaching)

Job Description

Catapult Sports is seeking a Product Support Technician to provide technical support for its video platform solutions. The successful candidate will be the first point of contact for customers, resolving product issues via phone, email, or live chat. This role requires a proactive individual who is passionate about delivering exceptional customer service and thrives in a fast-paced environment. The Product Support Technician will work from the Wilmington, MA office and may be required to work nights to ensure 24/7 global support.What This Role Involves:

• Providing technical support via phone, email, or live chat.
• Assisting with software installation, hardware repair, and technical problem resolution.
• Delivering remote product training.
• Escalating problems to the next level of support when necessary.
• Recording details of support requests.
• Creating support content for the online help center.
• Validating new software features and updating support processes.

What the Candidate Needs:

• Experience with 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 related field preferred.
• Strong written and verbal communication skills.
• Prior troubleshooting experience with PC or Mac systems.
• Experience with support ticketing platforms (Salesforce and Zendesk preferred).
• Ability to work extended hours and on weekends.
• Ability to thrive in a dynamic work environment.
• Great understanding of a range of sports. Including the challenges that athletes and coaches face.

What Catapult Offers:

• Opportunity to work with cutting-edge sports technology.
• A collaborative and challenging work environment.
• Opportunities for growth and development.
• Outstanding paid maternity and paternity leave.