Role & responsibilities
- Develop deep knowledge of the ZIGRAM applications and solutions
- Be well versed in the intricacies of the applications to understand default logics and behaviors.
- Accurately discerning between bugs and defects that impair client workflows versus areas of improvements that enhance client usage.
- Occasionally participate in user testing sessions to evaluate the quality and suitability of recent features for clients.
- Client Support and Troubleshooting:
- Engage with clients to effectively resolve user issues & technical issues.
- Use interpersonal and communication skills to guide clients through pertinent questioning to successfully comprehend the issue at hand and see to its resolution promptly.
- Answer how-to questions and provide personalized solutions to assist clients with navigating through the various features on ZIGRAM applications.
- Collaborate internally with fellow Associates to prioritize and/or escalate support cases and occasionally conduct knowledge sharing sessions for the team.
- Show composure, resilience,



and adaptability as client needs evolve and case volume changes.
- Participate in ad-hoc special projects within the department to contribute to the Help Center, our self-serving knowledge base for clients.
- Product Collaboration
- Active member of the Client Support Team
- Proactively identify opportunities to develop solutions that help the team achieve common goals.
- Participate in maintaining an internal self-serving knowledge base with updated training processes, workflows, and/or documentation.
- Collaborate with internal teams such as sales team, other operations teams, and management as a point of contact for client support.

Preferred candidate profile
- 2-4 years as a B2B SaaS product support executive / Support executive with a Fintech company/ Payment aggregator.
- Understanding of the Fintech/ Regulatory compliance products and solutions is a plus
- Experience using CRM tools i.e., ZOHO desk or any othe

📌 Customer Support Associate (Gurugram)
🏢 ZIGRAM
📍 Gurugram