Product Support Technician

Job Description

Catapult is seeking a proactive Product Support Technician to support its growing customer base. The Product Support Technician will be the first point of contact for customers, resolving product issues and ensuring a high level of user satisfaction. This role requires working different shift patterns, including weekends, to provide 24/7 support.

Role Involves:
• Providing technical support via phone, email, and live chat.
• Assisting with software installation, hardware modification, and technical problem resolution.
• Delivering remote onboarding to new users.
• Escalating problems to the next level of support when necessary.
• Recording details of support requests and creating content for the online help center.
• Validating new software features and updating support processes.
• Collaborating with the global support team and engineering department.
• Investigating, diagnosing, and resolving customer issues.

Requirements:
• 1-2 years of technical support experience.
• Associate's degree in Computer Science, IT, sports science, or equivalent experience.
• Proficient in English with strong communication skills.
• 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.
• Understanding of a range of sports (preferred).
• Prior troubleshooting experience with PC based systems (preferred).

What Catapult Offers:
• Opportunity to work with ambitious and intelligent people in an exciting industry.
• Constructive, open, and honest communication.
• A collaborative and challenging environment.
• Outstanding paid maternity and paternity leave.
• A pension scheme plan with up to a 4% employer match.