Provide technical support assistance to clients through phone, email or live chat conversation.
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 on-boarding to new users as required
Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
Knowing when to escalate problems to the Senior Product Support Technicians
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, as required
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 , including testing, staging & servicing of devices when required.
Attend onsite client visits and special events as and when required.
Work on-call over weekends as 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
Experience working with hardware and/or wearable technology preferred
Experience with Catapult Openfield platform preferred.
Ability to work extended hours and on weekends
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.

Product Support Technician – Performance and Health

Key skills