Role Overview
As an Application Support Specialist, you will be part of KLOUDIP’s first response support team, providing frontline assistance to customers using our telematics and IoT platforms.
You will become a power user of KLOUDIP platforms and help customers resolve issues quickly while coordinating with internal teams when deeper technical support is required.
This role combines customer support, product expertise, and operational coordination..
This position is both creative and rigorous by nature you need to think
outside the box. We expect the candidate to be proactive and have a "get it done"
spirit. To be successful, you will have solid solving problem skills.
Key Responsibilities
Customer Support
- Provide first response support to customers via: Phone, Live chat, WhatsApp, Support tickets
- Assist customers with:
- Platform usage
- IoT Device connectivity
- Account inquiries
- General information and onboarding guidance
- Issue Resolution
- Analyze and troubleshoot customer issues
- Attempt first-level resolution
- Escalate complex issues to relevant internal teams (technical, billing, Sales)
- Ensure proper documentation and ticket categorization
- Platform Expertise
- Become a power user of KLOUDIP platforms, including:
- TRAZET, GOFERX, EPORT, HAZER and FIOS.
- Support customers with:
- Device configuration
- User account management
- Platform navigation
- Reports and alerts
- Ticket Management
- Prioritize and categorize incoming support requests
- Assign tickets to appropriate internal teams when necessary
- Track ticket progress and ensure timely resolution
- Maintain high customer satisfaction standards
Candidate Profile
Required
- Strong communication skills in English/Sinhala/Tamil/Other
- Good analytical and troubleshooting ability
- Comfortable working with software platforms and technology
- Strong customer service mindset
- Ability to manage multiple tasks and prioritize work
Preferred
- Degree or diploma in IT, Engineering, or Business Information Systems
- Experience in customer support, SaaS platforms, or IT support
- Basic understanding of GPS, telematics, IoT, or fleet management systems
Personal Qualities
We are looking for individuals who are:
- Curious and eager to learn technology
- Calm under pressure
- Detail oriented
- Customer focused
- Good team players
Our PRODUCTS
What We Offer
- Opportunity to work with a global technology company
- Exposure to international SaaS platforms and telematics systems
- Career growth into technical support, product operations, or customer success roles
- Dynamic and innovative working environment