Customer Experience Agent II (Navi Mumbai)

Location: Navi Mumbai

Position Type: Full-time, Permanent

Work model: Hybrid

Industry: Commodities & Energy

ABOUT US: 

Founded in 1995, Zema Global Data Corporation empowers organizations to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results. Over the past two years, Zema Global has accelerated its growth through strategic investment and acquisition to strengthen our global leadership.  Together we’re helping our customers gain a Decisioning Advantage – one bold idea at a time.  With a presence across global energy, commodity, and financial markets, Zema Global empowers customers to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results.

At Zema Global, we Think Big, Make It Happen, and Win as One. We thrive on collaboration, creativity, and respect, united by a shared drive to innovate and deliver meaningful impact for our customers and communities.  If you’re inspired by solving complex challenges and contributing to a culture that values purpose and performance, we invite you to join us.

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. You’ll 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:

• Bachelor’s 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 clear 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
Send your CV highlighting your relevant experience (we only accept CVs in English). Only shortlisted candidates will be contacted. No agency submissions, please.

*** 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.