Application Support - Zwayam & DoSelect

Responsibilities

• Deliver exceptional support to Zwayam customers by being responsive, proactive, and professional 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.