Customer Support Representative – IoT

About the role

The Customer Support Representative – IoT will be the primary point of contact for clients using Diyalo Technologies’ IoT solutions. You will handle product and service inquiries, provide remote troubleshooting, and ensure a positive after‑sales experience. The role requires close collaboration with technical, sales, operations and service teams to resolve issues efficiently.

Key responsibilities

• Monitor support tickets, service requests and reported issues across all existing clients.
• Respond to customer inquiries, complaints and support requests via phone, email and online platforms.
• Perform basic troubleshooting and provide remote technical assistance.
• Coordinate timely resolution of issues with the appropriate internal teams.
• Follow up with customers until problems are fully resolved.
• Arrange repair, maintenance, installation or after‑sales support activities.
• Maintain accurate records of complaints, actions taken and resolutions in the CRM.
• Prepare regular reports on pending issues, completed services and customer feedback.
• Communicate service status, delays and resolutions clearly to customers.
• Visit client locations when required for coordination, follow‑up or on‑site support.
• Identify recurring issues and suggest improvements.
• Provide training on software setup and implementation in the field.

Required profile

• At least 12 months of experience in customer or technical support.
• Willingness to handle calls outside regular office hours.
• Strong communication skills and a courteous phone and email demeanor.
• Ability to travel to client sites for coordination or support activities.
• Capacity to work collaboratively with cross‑functional teams.

Required skills

• Experience using a CRM system to log and track support activities.