The Technical Support Representative is responsible for direct customer technical support via a multi-touch contact center, understanding, troubleshooting and providing solutions for technical issues pertaining to all products and services offered, escalating relevant cases to QA/R&D and following up with Engineering and customer. The position represents the most important customer relations function for customers who heavily rely on accurate and immediate resolution of any technical issue they may run into.

Job Responsibilities:

Assist and provide technical support to field issues generated by Cellebrite customers 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 technical field issues and identifying root cause of issues

Collect customer experience, log files, screen shots and any other relevant information to support complete and satisfactory case resolution

Open, track, maintain and close issues in the CRM system

Author and maintain technical knowledgebase articles for internal and external usage

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 – all the time maintaining complete ownership of the customer’s case

Field-Test solutions provided by R&D before customer deployment

Assist with licensing issues, interfacing directly with customer representatives and internal Cellebrite departments

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

Identifying any customer needs (above and beyond technical support) and escalating them to Sales/Sales Operations

Requirements:

Must have’s:

• Technical requirements:
• 4-year degree, preferable in a technical major, or equivalent & relevant experience
• Relevant experience with a CRM/ticketing system (Salesforce an advantage)
• Hands on experience with:
• Windows OS
• Computers world
• Office applications
• Ability to work in a flexible/rotating shift
• Soft skills
• Team player as well as strong self-starter

Heavy volume contact center experience (agent/supervisor)

Proven experience supporting different user types (especially external customers) resolving technical issues of varying complexity.

Strong, proven problem-solving skills

Strong, proven people’s skills

Organized and detail oriented

Ability to learn complicated technical material quickly and desire to grow fast professionally

Fluent in English (Spanish/Portuguese a plus)

Desire to work in a dynamic, fast going environment of an industry leader, with outstanding learning opportunities and excellent growth potential; motivation to provide the best industry standard technical support to our customer base

Interest in joining the world leader in mobile & digital forensics, a company that actually does help make the world a better place.

Advantage:

Mobile support (2+ years supporting iOS/Android/Blackberry/Windows-based handsets)

Working experience using Cellebrite or other digital forensic software

Computer/Mobile forensic experience/degree

 Law enforcement or Forensic background