Customer Engineering

Product Support Representative

Full-time position at the Milan

Job description

Cleafy is looking for a Product Support Representative to assist our customers in using our products and services best.

You will be the first point of contact with our clients, resolving customer questions, recommending solutions, and guiding product users through features and functionalities.

To succeed in this role, you should be an excellent communicator who can earn our clients’ trust. Being already familiar with help desk software is a plus.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

As a Cleafy Customer Success team member, you are integral to our client experience and happiness. You are the first line of communication with our clients, focused and committed to ensuring they receive the best service.

You’re a technology enthusiast and people person who enjoys helping others. You are not afraid to make things happen by acting in person and going above and beyond to get the job done and make the client happy.

Working here 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

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

Please read carefully both Responsibilities and Requirements below.


  • Be part of our customer-facing team responsible for technical support and troubleshooting;
  • Gather detailed technical information as needed, investigate issues to solve problems, and evaluate and escalate priority issues to the appropriate internal teams;
  • Resolve all assigned support cases as quickly and effectively as possible;
  • Develop and update knowledge bases and FAQs for product support activities enabling customers and employees to learn and fix problems themselves;
  • Provide effective and reliable resolution of simple and medium-impact problems for customers;
  • Record detailed information into a work order/service ticketing system for all calls/emails.


  • 1+ years of working experience;
  • Good written and spoken English;
  • Good verbal and written communication skills;
  • Capability to keep calm and manage professionally even the most complex conversations or situations;
  • Strong analytical skills;
  • Strong problem-solving skills;
  • Well-organized and precise person;
  • Highly developed attention to detail;
  • Team member attitude;
  • Willing to work in a fast-paced, dynamic environment.


  • Basic knowledge of Cyber Security principles and best practices;
  • Knowledge of Spanish, French, or German is a plus;
  • Basic understanding of Android and iOS platforms and ecosystems;
  • Scripting or programming experience (PowerShell, Bash, Ansible, Java, JavaScript, Python)
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