Customer Experience Agent II

Location: Navi Mumbai, IN

Position Type: Full time, Permanent

Work model: Hybrid

Shift: Multiple time shifts (covering Asia and UK time zones)

Industry: Commodities & Energy

POSITION OVERVIEW:

As a Customer Experience Agent II, you will play a critical role in ensuring our customers

across Europe and the wider EMEA region maximize the value of our software suite. Youll

provide frontline support, troubleshoot technical issues, and guide customers through

installations and upgrades helping them stay productive and successful.

KEY RESPONSIBILITIES

- Deliver frontline technical support for our enterprise software suite and services.
- Capture, log, and investigate client requests, ensuring timely resolutions or appropriate escalations.
- Triage and troubleshoot technical issues, providing solutions or interim workarounds when needed.
- Assist with application installations and upgrades, coordinating with internal and external stakeholders.
- Document solutions and contribute to knowledge bases, manuals, and internal resources.
- Mentor and support junior teammates, fostering a culture of learning and collaboration.
- Stay current with emerging technologies and continuously deepen product expertise.

REQUIRED QUALIFICATIONS

Must Have:

- Bachelors degree in computer science, Engineering or a related field, or equivalent practical experience
- At least 2 years in a technical support or client-facing technical role
- Strong working knowledge of Java and SQL
- Proficiency in English (verbal and written)
- Clear, confident verbal and written communication skills
- Strong problem-solving mindset and ability to think outside the box
- Ability to work independently while collaborating effectively with cross-functional teams




- Self-starter comfortable operating in fast-paced, high-performance environments
- Naturally curious with a drive to understand how and why.

Nice to Have

- Hands-on experience with Liquibase
- Experience working with Oracle JDBC, Oracle RAC, or MSSQL
- Experience deploying or supporting applications on Apache Tomcat
- Exposure to enterprise technologies such as Networking concepts, C#, REST, SOAP, JavaScript
- Experience using or supporting Excel add-ins

Why Zema Global?

- Be part of a rapidly growing company revolutionizing energy analytics, shaping how data drives decision-making across the energy and commodities markets.
- Work with cutting-edge technology alongside a team of industry experts who are redefining market intelligence.
- Significant opportunity to make a measurable impact on product strategy, revenue growth and customer success, with explicit paths for career advancement.
- Join a company culture that values innovation, collaboration and customer-centric thinking, giving you the autonomy to drive meaningful change.

How to Apply?

If you're excited about this opportunity, send us your application highlighting your qualifications and experience relevant to the role and we'll get back to you as soon as possible (we only accept CVs in English).

We appreciate all applications, but only short-listed candidates will be contacted for further consideration.

And strictly no agency calls or agency CV submissions.

Were looking forward to seeing how you can make an impact with us!

*** No visa sponsorship is available for this position ***

Equality and Diversity: Zema Global is committed to diversity and inclusion. We encourage applications from all qualified individuals and do not discriminate based on race, gender, sexual orientation, disability, or any other protected status.

📌 Application Support Engineer (Navi Mumbai)
🏢 Zema Global Data
📍 Navi Mumbai