Lead Technical Support Representative

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POST DATE 9/3/2016
END DATE 12/19/2016

CMI Parsippany, NJ

Parsippany, NJ
AJE Ref #
Job Classification
Full Time
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Job Title:

Lead Technical Support Representative


Customer Service


7 Campus Drive, Parsippany, NJ 07054 (map)

Job Term:



POSITION SUMMARY: The TECHNICAL SUPPORT REPRESENTATIVE is responsible for direct customer technical support via a multi-touch support center, understanding, troubleshooting and providing solutions for technical issues pertaining to all Cellebrite products and services offered, escalating relevant cases to QA/R&D and following up with Engineering and customer.


* Assist and provide technical support to field issues generated by Cellebrite clients via web, phone, email, chat, forums and on site (when needed)
* Support customers on Windows XP, 7, 8 and newer versions, as well as mobile OS (iOS, Android, Windows phone etc) using remote support/management tools (e.g. TeamViewer)
* Reproduce field issues and identifying root cause of issues
* Collect customer experience, log files, screen shots and any other relevant information to support complete case resolution
* Open, track, maintain and close issues in the CRM system
* Author and maintain technical knowledgebase articles for internal and external usage
* Manage relationships with phone OEM and vendors related to pre-production devices
* Identify and track devices to be added to software updates in accordance with launch dates for a large number of cellular carriers and retailers
* Become a single point of contact to the customer for any of the technical support-related issues, and provide workarounds as needed until a permanent solution is delivered
* Field-Test solutions provided by R&D before customer deployment
* Assist with licensing issues, interfacing directly with customer representatives and internal Cellebrite departments
* Escalate issues to QA and R&D as needed, following up with the escalated party and customer to ensure complete case closure and customer satisfaction
* Assembly/Disassembly of Cellebrite hardware, replacing components as needed
* Load and flash software on Cellebrite hardware - Identifying and troubleshooting software and connectivity issues
* Coordinate with other repair techs and peers, locally and globally
* Author internal and external help/how to documents to support technical support teams


* Must have's:

* Strong customer service experience and customer-centric attitude
* Mobile industry and devices understanding and experience (sales and/or technical)
* Desktop support (7+ years supporting Windows based customers)
* Team player as well as strong self-starter
* 4-yeardegree, preferable in a technical major, or equivalent experience
* Relevant experience with a CRM/ticketing system
* Significant experience with MS office
* Call center experience (agent/supervisor)
* Strong, proven problem solving skills
* Strong, proven people's skills
* Organized and detail oriented
* Ability to learn complicated technical material quickly
* Fluent in English, Spanish AND Portuguese
* Desire to work in a dynamic, fast going environment with outstanding learning opportunities and growth potential
* Bi-Lingual with fluency in Portuguese

* Advantage:

* Ability to work in a flexible/rotating shifts
* Mobile support (5+ years supporting iOS/Android/Blackberry/Windows-based handsets)