Product Support Specialist

Job Description

We are looking for a Product Support Specialist to empower our customers in making the most of Cleafy’s product and services.

As a key member of our customer-facing team, you will be the first point of contact for our clients, addressing their questions, recommending tailored solutions, and guiding them  through features and functionalities. 

This role is essential to delivering an outstanding client experience, ensuring every interaction reflects Cleafy’s commitment to excellent customer support. Your responsibilities will contribute directly to building trust and satisfaction with our clients, both during and after the sales process. 

To excel in this position, you should be a strong communicator who can foster positive client relationships. Prior experience with help desk software and ticket management practices is a bonus but not mandatory—we value a proactive attitude and a passion for technology.

If you are tech-savvy and thrive on solving problems and taking initiative, and you are committed to going above and beyond to delight customers, we’d love to have you on board!

Working at Cleafy means being part of a group of people that support, respect, and inspire one another, no matter what.

That's why we have been certified by Great Place to Work® (find our page on bit.ly/BestWorkplace-Cleafy).

We are changing the status quo in fighting online fraud, and we need great people for that.

Do you have what it takes to be part of the Cleafy family?

Responsibilities

Ticket Management & Issue Resolution

• Handle incoming client support tickets, ensuring they are categorized, prioritized, and resolved within service-level agreements (SLA).
• Gather detailed technical information as needed, investigate issues to troubleshoot and resolve medium-impact technical issues related to Cleafy’s platform as quickly and effectively as possible.
• Evaluate autonomously and classify tickets by determining whether the reported case is a feature request, a general inquiry, or a technical issue.
• Gather relevant information as needed and assess if escalation to Level II support or the Operations team is required for resolution.
• Follow up on escalated tickets, maintaining clear communication with Level II teams or the Operations team to ensure proper prioritization and timely resolution.
• Record detailed information into a work order/service ticketing system for all calls/emails.

Customer Communication & Knowledge-Sharing

• Provide clear and timely written updates to clients regarding ticket progress and resolution.
• Share helpful resources to assist clients in using Cleafy’s platform effectively.
• Work closely with the team to share insights and contribute to improving support processes, in a continuous improvement perspective.
• Maintain accurate and detailed documentation (knowledge bases, FAQs) for product support activities, to support the customer enablement strategy.

Requirements

• 1+ years of working experience
• Good written and spoken English
• Good verbal and written communication skills, with the ability to explain technical concepts in simple terms
• Excellent analytical and problem-solving skills, and attention to details
• Good organization, time management and prioritization skills
• Customer-focused mindset with patience and empathy in handling client concerns, with the ability to remain calm and manage even the most complex conversations or situations professionally.
• Team player attitude
• Willing to work in a fast-paced, dynamic environment

‍Plus

• Previous experience in a customer support or technical support role
• Basic knowledge of cybersecurity principles and best practices
• Knowledge of Spanish, French, Italian or German is a plus
• Basic understanding of IT systems, Android and iOS platforms and ecosystems
• Scripting or programming experience (PowerShell, Bash, Ansible, Java, JavaScript, Python)