Responsibilities

- Deliver exceptional support to Zwayam customers by being responsive, proactive, and skilled in all interactions.
- Collaborate with client/customer SPOCs to resolve Level 1 and Level 2 issues or provide suitable workarounds within defined timelines.
- Coordinate with internal teams—Implementation, Engineering, Product, and Customer Success—for tracking, resolution of bugs and enhancement requests.
- Identify root causes of issues and data defects.
- Escalate issues to Level 2/3 as required, ensuring timely follow-up until closure.
- Take ownership of unresolved issues and escalations, driving them to resolution.
- Document and maintain all issues in the designated system for future reference. Create and update FAQs, best practice guidelines, and knowledge base articles.
- Ensure adherence to support SLAs and customer satisfaction targets.

Skills

- Strong written and verbal communication skills.
- Familiarity with ticketing platforms such as Freshdesk and Jira.
- Working knowledge of SQL databases and basic network configuration.
- Understanding of APIs is an added advantage.

📌 Application Support (Bengaluru)
🏢 Info Edge
📍 Bengaluru