Product Support Technician (Tactics & Coaching)
Core
First-line technical support for sports performance video platforms (Thunder, Focus, Vision, MatchTracker) via phone, email, and live chat, resolving hardware/software issues and coordinating installations.
Role type
Product Support Technician (Level 1-2)
Builds
Customer support operations for global sports teams and coaches
Domain
Sports technology / Video analytics
Deliverable
client delivery
Required skills
PC/Mac troubleshooting, support ticketing platforms, remote software access, technical support experience
Preferred skills
Coaching video solutions expertise, Salesforce/Zendesk, Associate degree in CS/IT/Sports Science, 1-2 years experience
Technologies
Thunder, Focus, Vision, MatchTracker, Salesforce, Zendesk, Remote Software
Responsibilities
Resolve Level 1-2 support tickets, coordinate software installation and hardware repair, validate new software features, create support content, escalate complex bugs to Level 3, prioritize incoming queues
Seniority
Junior, hands-on IC