Athlete Performance Support Specialist

2 weeks ago

Wilmington, Delaware, United States Catapult Sports Full time
Job Overview

ATHLETE PERFORMANCE SUPPORT SPECIALIST - OPTIMIZATION & WELLNESS

At Catapult Sports, our goal is to enhance the capabilities of athletes and teams by developing the leading technology platform for sports. We have been pioneers in the realm of sports technology and science, actively shaping the future of the industry. Our innovative solutions empower athletes and coaches to make informed decisions, where even a slight edge can determine victory or defeat.

We collaborate with over 3,000 teams globally, equipping coaches, managers, and trainers in elite leagues such as the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA, and beyond. Our offerings provide essential insights to optimize athletes' health, readiness for competition, and overall performance, along with strategic in-game tactics. Our portfolio includes wearable technology, video analysis, and athlete monitoring systems, and we are dedicated to assisting sports organizations at all levels in scouting, recruiting, training, and achieving success.

WE SEEK INDIVIDUALS WHO ARE COMMITTED TO DELIVERING OUTSTANDING PRODUCT SUPPORT

We are in search of a skilled and enthusiastic Athlete Performance Support Specialist to assist our rapidly expanding customer base in our dynamic and evolving organization. In this role, you will serve as the primary contact for customers worldwide, addressing product-related inquiries and challenges.

This position may require flexible hours, including nights, to provide round-the-clock support to our international clientele. We believe our customers deserve an exceptional platform, and we take pride in the service we provide. Our mission is to enhance their performance through a superior customer experience. Our support team embodies this philosophy by continuously striving for productivity and personal development while excelling in a fast-paced environment.

KEY RESPONSIBILITIES

  • Offer technical support to clients utilizing our Wearables platform solutions via phone, email, or live chat.
  • Assist with the installation of client software products, hardware modifications, and troubleshooting technical issues.
  • Deliver remote training on product usage.
  • Maintain ownership of issues until resolution to ensure high user satisfaction.
  • Recognize when to escalate issues to higher support levels.
  • Document all incoming support requests in accordance with company protocols, ensuring accurate information is captured.
  • Create and update support content for the online help center.
  • Participate in validating new software features through hands-on engagement with technology in the field.
  • Contribute to the validation and enhancement of support processes.
  • Collaborate effectively with other members of the global support team and engineering department.
  • Prioritize incoming support requests efficiently.
  • Utilize remote software to access both customer and internal systems.
QUALIFICATIONS
  • Experience with Performance & Health solutions such as Vector, OpenField, PlayerTek, Optimeye, and/or Catapult One is preferred.
  • 1-2 years of experience in technical support is preferred.
  • A commitment to exceeding customer expectations is essential.
  • An associate degree in Computer Science, IT, sports science, or a related field is preferred.
  • Prior experience troubleshooting PC or Mac systems is necessary.
  • Familiarity with support ticketing systems; experience with Salesforce and Zendesk is a plus.
  • Willingness to work extended hours and weekends is required.
  • Ability to thrive in a dynamic work environment and see tasks through to completion.
  • A solid understanding of various sports and the challenges faced by athletes and coaches.

WHY JOIN CATAPULT?

  • Work alongside some of the most driven and intelligent individuals in an exciting industry, where you will have the opportunity to produce some of your best work.
  • We foster a culture of open and honest communication to make Catapult extraordinary; we encourage innovation and the creation of smart solutions while establishing a collaborative yet challenging environment.
  • Our diverse workforce spans over 20 countries, providing opportunities to work with multiple nationalities and cultures, enhancing your global awareness and capabilities.
  • We prioritize continuous improvement and development, maintaining a growth mindset in all our endeavors, with unlimited opportunities for personal and professional growth.

Regardless of your interest in sports, you will find fulfillment in knowing that your work supports some of the most successful teams and athletes worldwide.

We recognize that individuals from diverse backgrounds may apply differently for jobs. If you believe you possess the necessary skills and experience, even if you do not meet every requirement, we encourage you to reach out. We are committed to building the future of sports performance and seek talented individuals who can contribute positively to our team culture.

All employment offers are contingent upon a positive pre-hire check. For further information, please connect with our Talent Partner.

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