Product Support Coordinator

Catapult is building the future of sports performance technology, with a mission to Unleash the Potential of every athlete and team on earth. We don't just work in the sporting industry; we are actively changing it. Since 2006, our solutions have been leading the way in sports performance software, science, and data, 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 the NFL, NBA, NHL, MLS, EPL, AFL, NRL, NCAA and more. We provide the information they need to optimize athletes' health, game-day readiness, and performance, as well as in-game tactics.

Catapult is a sports technology company that empowers professional teams to make data-driven decisions. We deliver health, performance, video, and AI insights from the locker room to competitive environments, ensuring every decision is an opportunity to gain an advantage, sharpen performance, and build lasting success.

We want people who are passionate about match day customer success

Catapult Sports provides real-time match day tracking solutions to the AFL and NRL competitions. We are looking for a number of casuals to join our Bunker Operations team to assist with the delivery of these services in 2022.

As a Product Support Coordinator, you will be responsible for setting up, monitoring and reporting on our Match Day Tracking Solutions, from the Catapult Bunker in our Melbourne office. Responsibilities will also include assisting and supporting our APAC logistics and warehouse team with end to end testing, updating and packing of our wearable technology.

Product Support Coordinators will report to the Senior Manager, Product Support.

What You'll Be Doing:

MATCHDAY SUPPORT

• Execution of pre-match, in-match and post-match workflows and tasks to set up and monitor our Match Day Systems.
• Provide remote telephone & desktop support to competing teams
• Provide live communication (via Instant Messaging), updates and support to 'at-venue' operational staff.
• Monitor overall match progress through both Catapult software and live televised match feed in the Catapult Bunker to ensure key milestones are met, from pre-match setup through to post-match report delivery.
• Escalate high-impact or time-sensitive issues pre, during and post match when appropriate

WAREHOUSE AND LOGISTICS

• Execution of complete end-to-end testing on Catapult devices including Vector devices, Vector receivers and Vector docks prior to shipment.
• Assisting APAC Logistics Coordinator with picking and packing wearable technology orders for our clients.
• Executing faulty goods testing on returned wearable technology.

REPORTING

• Completion of detailed and accurate Match Reports, for each match supported.
• Circulation of Match Reports to internal stakeholders immediately after conclusion of each match.
• Logging reported issues/incidents for follow-up in Zendesk support platform at end of each Bunker Shift.
• Completion of detailed and accurate testing reports for Operations staff.

What You'll Need:

ESSENTIAL SKILLS AND ATTRIBUTES

• A passion and deep understanding for sports, particularly AFL and NRL.
• Excellent written and verbal communication
• Highly energetic and hard working professional with attention to detail
• General computer and technical skills
• Great attention to detail – able to thoroughly follow steps as well as identify issues or abnormalities

DESIRED SKILLS AND ATTRIBUTES

• Experience or current study in a sports and/or technology related field
• Problem solving and troubleshooting skills
• Experience following and completing specific workflows/processes/checklists

HOURS

• Matchday shifts will be rostered between the hours of 11am - 11pm Saturday & Sunday, and 5pm – 11pm on Thursday and Friday. For some rare fixtures, other mid-week dates are required.
• Logistics and wareh
• ouse shifts will be arranged as extensions of Matchday shifts e.g. Thursday and Friday afternoons. There is also the opportunity for extra Logistics/Warehouse hours mid week depending on availability.
• 5hr – 8hr shift duration. On average 1-2 shifts per weekend (including rostered off weeks) – Shifts are Rostered on in 4-week blocks in advance.
• Initial training and on-boarding include some week-day hours

WHY CATAPULT?

• We have amazing people. We promise you'll work with some of the most ambitious, intelligent people in an exciting industry, and do some of the best work of your life.
• We encourage our people to engage in constructive, open, and honest communication to make Catapult extraordinary.
• We work in a collaborative yet challenging environment to consistently improve our performance, which in turn impacts our customers' performance.
• Our workforce spans more than 20 countries. You'll have the opportunity to work with people from multiple nationalities and cultures, and to build your global awareness.
• We value improvement and development. We are challenging ourselves to continuously grow and become a high-performance company. That means we maintain a growth mindset in everything we do, and our people are always looking for ways to improve. There is an unlimited opportunity to grow, do more, and do better.

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

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend only to apply when they check every box. So if 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 who can add to our team culture, actively contribute, and be excited about what they do.

All offers of employment are subject to Catapult's positive prehire check. To find out more, please contact the Talent Partner for this role.