Andrew Mason
Product Support Technician at Catapult
- Role
- Product Support Technician at Catapult
- Location
- Rockland, MA, US
- LinkedIn followers
- 500 followers
About Andrew Mason
Experienced Director Of Operations with a demonstrated history of working in the higher…
Experience
Product Support Technician
Oct 2021 — Present
Provides technical support for entire Software as a Service portfolio and any 3rd party hardware procured through Catapult, purchased independently, or implemented by customer’s IT • Delivers top-tier support by phone, email, live chat, and remote access to the customer’s hardware to help troubleshoot and fix issues • Successfully work with customer’s operational stakeholders, IT, management, leadership, and professional athletes• Manages a customer support portfolio of 28 NFL Teams, 18 NHL Teams, 19 AHL Teams, and over 150 NCAA Football and Hockey Teams • Aids and all necessary coordination with customers in the installation of our software products, the modification and repair of hardware, and the resolution of client technical problems. • Leads training of co-workers on the Support Team on our suite of SaaS offerings • Leveraged experience as a hockey operations end-user of Catapult’s software to provide high-impact trainings to the Support Team as well as Product, Development and QA Teams, focused on how hockey end-users utilize our product and explain the differences between our SaaS offerings compared to competitors • Owns and executes customer site visits to help with setup of our software and configuration of the customer’s hardware to use our product • Leads support initiatives with customers who are nearing contract renewal to assist in account retention and churn reduction • Works with Senior Support Technicians, Product Managers, and Development Teams to reproduce issues with our software so Development team can locate root cause and release an update to correct it • Collaborates extensively with Product Team in testing new features and products that are in-use, in beta testing, and are still in development
Education
Temple University Graduate School
Executive Master of Science
2017 — 2018
Hobart College
Bachelor of Arts (B.A.)
2009 — 2013
Skills
- Nonprofits
- Coaching
- Athletics
- Microsoft Office
- Teamwork
- Sports Management
- Gamebreaker Program
- Sports Marketing
- Ice Hockey
- Intercollegiate Athletics
- Hockey Operations
- Sports
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.