Job Description
Job Title: Customer Support Intern
Location: Colombo, Sri Lanka
Company: Zeloratech Pvt Ltd
Product/Business Unit: Appoyo
Employment Type: Internship
About Appoyo
Appoyo is a cloud-based HR, rostering, and payroll software platform that helps businesses manage their workforce more efficiently. We are looking for a proactive and customer-focused Customer Support Intern to support our users by handling queries through our ticketing system and working closely with internal teams to provide timely and accurate responses.
Role Overview
We are seeking a motivated Customer Support Intern who has good communication skills, a helpful attitude, and a strong willingness to learn software workflows and customer issue handling.
This role is ideal for someone who enjoys solving problems, communicating with users, and coordinating with technical and business teams to ensure customer queries are answered clearly and professionally. The ideal candidate should also be comfortable using AI tools to improve response quality, productivity, and knowledge management.
Key Responsibilities
- Monitor and manage customer queries through the company’s ticketing system
- Respond to customer questions in a professional, clear, and timely manner
- Understand customer issues and gather the necessary details for proper resolution
- Work closely with the technical team and Business Analysts to clarify product behavior and resolve customer concerns
- Escalate technical or complex issues to the appropriate internal teams when needed
- Follow up on pending tickets and ensure customers receive updates on time
- Maintain proper records of customer issues, responses, and resolutions
- Help identify common customer issues and suggest improvements to internal knowledge or support content
- Learn the software product and its workflows in order to answer customer questions more effectively
- Use AI tools to improve response drafting, summarization, internal notes, and productivity
- Support the creation and improvement of support documentation, FAQs, and internal response guides
Requirements
- Currently following or recently completed a degree/diploma in IT, Business, Management, Communication, Computer Science, or a related field
- Good written and verbal communication skills in English
- Strong interest in customer support, SaaS products, and software platforms
- Ability to communicate clearly, patiently, and professionally with customers (especially with Australian customers)
- Good problem-solving skills and attention to detail
- Ability to coordinate effectively with internal teams
- Basic knowledge of Microsoft Office tools
- Willingness to learn ticket handling, product workflows, and customer communication practices
- Comfortable using AI tools such as ChatGPT, Claude, and note-taking tools to improve productivity and response quality
Preferred Skills
- Exposure to customer support, help desk, ticketing, or service environments will be an added advantage
- Basic understanding of software products or SaaS platforms
- Ability to write clear and structured replies to customer queries
- Positive attitude, patience, and willingness to learn from feedback
What We Are Looking For
- A customer-focused person who enjoys helping users
- Someone who can communicate clearly and handle issues professionally
- A fast learner who can understand the software and explain it simply
- A responsible team player who can work with support, BA, and technical teams
- A candidate who is open to using modern AI tools to work faster and smarter
How to Apply
Please send your CV along with a short note explaining your interest in customer support and why you would be a good fit for Appoyo.
