Product Support Technician

Our mission is to improve the performance of athletes and teams, which we do by engineering the premier technology platform for sport. We have been at the forefront of sports technology and science since 2006. Our solutions are designed to help athletes and coaches "play smart" in a world where 1% can literally mean the difference between winning and losing. We work with over 4,600 teams around the world, empowering coaches, managers and trainers in premier teams in leagues such as English Premier League, La Liga, Bundesliga, NFL, NBA, NHL, MLS, AFL, NRL, NCAA and more. We provide the information they need to optimise athletes’ health, game-day readiness, and performance, as well as in-game tactics. Our solutions include wearable technology, video analytics, and athlete monitoring solutions.

WE WANT PEOPLE WHO ARE PASSIONATE ABOUT PROVIDING EXCEPTIONAL PRODUCT SUPPORT. We are looking for a talented and proactive Product Support Technician who can support the rapidly growing customer base of our ambitious, fast-growing and transforming company. You will be the customer’s first point of contact to resolve product issues for customers all around the globe. This role has an expectation to work different shift patterns throughout the week, as well as weekend work to ensure 24/7 support to our global customer base. We believe that our customers deserve the best platform and we pride ourselves in the service we deliver. We are on a mission to maximise and enhance their performance through delivering a high quality customer experience.

What You’ll Be Doing:

• Provide technical support assistance to clients 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 onboarding to new users.
• 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.
• Investigate, diagnose, and resolve customer issues within a timely manner and work with the product teams to resolve these issues.
• Use independent, professional judgment to avoid errors that would impact customer satisfaction.

What You’ll Need:

• 1-2 years of technical support experience is desirable, and a willingness to go above and beyond for the customer.
• Associated degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred.
• Proficient in English with strong written and verbal 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 and see tasks through to completion.
• (Preferred) Great understanding of a range of sports including the challenges that athletes and coaches face.
• (Preferred) Prior troubleshooting experience with PC based systems preferred.

WHY CATAPULT? We have amazing people. We can promise you will work with some of the most ambitious and intelligent people in an exciting industry, and you will do some of the best work of your life. We encourage our people to have constructive, open and honest communication; to make Catapult extraordinary; innovate and create smart solutions; establish a collaborative, yet challenging, environment to develop our performance and the performance of our customers. Our workforce spans more than 20 countries, you'll have the opportunity to work across multiple nationalities and cultures and build your global awareness and capability even beyond what it is today. We value improvement and development. We are challenging ourselves to grow and become a high-performance company continuously. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to do things better. There is unlimited opportunity to grow, do more, and do better.

We care about you. We offer outstanding paid maternity and paternity leave, a pension scheme plan with up to a 4% employer match. Whether you’re interested in sports or not, you’ll have the satisfaction of knowing your work is supporting some of the most successful teams and athletes on the planet! While we have access to many exciting opportunities, we also realise that we are here to do a very important job for our customers. As a result, we aim to work with purpose and intention. We look for people that fit our team culture, those who actively contribute and individuals who are excited about what they do.

In order to build the future of sports performance, we need the brightest talent in order to do so. If you think you can contribute to the empowering, enjoyable and exciting Catapult environment, then we invite you to apply.

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalised groups tend to only apply when they check every box. So if you think you have what it takes, but don’t meet every single point in our job ad, please still get in touch! We would love to have a chat and see if you could be a great addition to our team. We are building the future of sports performance. Our priority is to find the brightest talent that can add to our team culture, those who actively contribute and who are excited about what they do.

All offers of employment are subject to Catapult's positive pre-hire check.