Product Support Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Cleafy A tiempo completo

We are looking for a Product Support Specialist toempower our customers in making the most of Cleafy's product andservices. As a key member of our customer-facing team, you will bethe first point of contact for our clients, addressing theirquestions, recommending tailored solutions, and guiding themthrough features and functionalities. This role is essential todelivering an outstanding client experience, ensuring everyinteraction reflects Cleafy's commitment to excellent customersupport. Your responsibilities will contribute directly to buildingtrust and satisfaction with our clients, both during and after thesales process. To excel in this position, you should be a strongcommunicator who can foster positive client relationships. Priorexperience with help desk software and ticket management practicesis a bonus but not mandatory—we value a proactive attitude and apassion for technology. If you are tech-savvy and thrive on solvingproblems and taking initiative, and you are committed to goingabove and beyond to delight customers, we'd love to have you onboard Working at Cleafy means being part of a group of people thatsupport, respect, and inspire one another, no matter what. That'swhy we have been certified by Great Place to Work (find our pageon bit.ly/BestWorkplace-Cleafy). We are changing the status quo infighting online fraud, and we need great people for that. Do youhave what it takes to be part of the Cleafy family?Responsibilities Ticket Management & Issue Resolution - Handleincoming client support tickets, ensuring they are categorized,prioritized, and resolved within service-level agreements (SLA). -Gather detailed technical information as needed, investigate issuesto troubleshoot and resolve medium-impact technical issues relatedto Cleafy's platform as quickly and effectively as possible. -Evaluate autonomously and classify tickets by determining whetherthe reported case is a feature request, a general inquiry, or atechnical issue. - Gather relevant information as needed and assessif escalation to Level II support or the Operations team isrequired for resolution. - Follow up on escalated tickets,maintaining clear communication with Level II teams or theOperations team to ensure proper prioritization and timelyresolution. - Record detailed information into a work order/serviceticketing system for all calls/emails. Customer Communication &Knowledge-Sharing - Provide clear and timely written updates toclients regarding ticket progress and resolution. - Share helpfulresources to assist clients in using Cleafy's platform effectively.- Work closely with the team to share insights and contribute toimproving support processes, in a continuous improvementperspective. - Maintain accurate and detailed documentation(knowledge bases, FAQs) for product support activities, to supportthe customer enablement strategy. Requirements - 1+ years ofworking experience - Good written and spoken English - Good verbaland written communication skills, with the ability to explaintechnical concepts in simple terms - Excellent analytical andproblem-solving skills, and attention to details - Goodorganization, time management and prioritization skills -Customer-focused mindset with patience and empathy in handlingclient concerns, with the ability to remain calm and manage eventhe most complex conversations or situations professionally. - Teamplayer attitude - Willing to work in a fast-paced, dynamicenvironment Plus - Previous experience in a customer support ortechnical support role - Basic knowledge of cybersecurityprinciples 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 programmingexperience (PowerShell, Bash, Ansible, Java, JavaScript,Python)

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