Product Support Technician

The role supports the rapidly growing customer base of a fast-growing and transforming sports technology company. It acts as the customer's first point of contact to resolve product issues for customers around the globe. The support team is responsible for delivering a high-quality customer experience, constantly improving productivity and development, and excelling in a fast-paced environment. The role includes roster work, including nights, to ensure 24/7 support to a global customer base.

• Provide technical support assistance to clients using Video platform solutions through phone, email, or live chat.
• Coordinate the installation of client computer software products, modification and repair of hardware, and resolution of client technical problems.
• Deliver remote product training.
• Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
• Escalate problems to the next level of support when appropriate.
• Record details of all incoming support requests in line with company procedures, ensuring accurate information is obtained.
• Create support content for the online help centre.
• Help validate new software features, including getting hands-on with the technology in the field, and validate and update support processes.
• Work collaboratively with other members of the global support team and the engineering department.
• Effectively prioritise the incoming queue and utilise remote software to access both customer and internal hardware.

• Willingness to go above and beyond for the customer.
• Written and verbal communication skills.
• Prior troubleshooting experience with PC or Mac based systems.
• 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.
• Passion for providing exceptional product support.

• Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or Match Tracker.
• 1-2 years of technical support experience.
• Associate degree in Computer Science, IT, sports science, or equivalent experience in a related field.
• Experience with support ticketing platforms, such as Salesforce and Zendesk.

• Roster work including nights to ensure 24/7 support to a global customer base.

• Target Total Compensation range: $29,484 to $58,968 per year, inclusive of base salary and a target incentive plan (which may include equity, commission, or other bonus structures).
• Specific compensation within this range will be determined by factors such as geographic location, relevant experience, and job-related skills.

• Generous paid leave and recognised company holidays.
• Opportunity to participate in a comprehensive benefits package, including Health, Dental, and Vision insurance.
• 401(k) retirement plan with company match.