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# Product Support Technician

- **Company:** All Views LLC
- **Location:** Wilmington, MA, United States
- **Experience:** Starter
- **Salary:** $29,484.0 - $58,968.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, LiveChat, Salesforce.Com, Information Technology, Zendesk
- **Published:** August 19, 2026
- **Apply:** https://www.careerjet.com/job/usa8390f96da40876cb71b27929ed6b720/eaa

## About the Role

* Experience using Coaching Video solutions such as Thunder, Focus, Vision, and/or MatchTracker is preferred
 * 1-2 years of technical support experience is preferred
 * Willingness to go above and beyond for the customer is required
 * Associate degree in Computer Science, IT, sports science or equivalent experience in a related field is preferred
 * Written and verbal communication skills required.
 * Prior troubleshooting experience with PC or Mac based systems
 * Experience with support ticketing platforms; Salesforce and Zendesk is preferred
 * Ability to work extended hours and on weekends is required
 * 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.

## Description

This role will have some roster work including nights to ensure 24/7 support to our global customer base. We believe that our customers deserve the best platform and we pride ourselves in the service we deliver. We are on a mission to maximize and enhance their performance through delivering a high-quality customer experience. Our support team must match this ethos by taking responsibility for constantly improving productivity and development of self and be able to excel in a fast-paced environment.
WHAT YOU'LL DO

 * Provide technical support assistance to clients using our Video platform solutions through phone, email or live chat.
 * 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 product training.
 * Retain ownership of problems through to resolution to ensure a high level of user satisfaction.
 * Knowing when to escalate problems to the next level of support.
 * 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
 * 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
 * Effectively prioritize the incoming queue.
 * Utilize Remote Software to access both customer and internal hardware


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