Customer Experience Agent II - hybrid (Navi Mumbai)

Zema Global Data Corporation; Navi Mumbai; Hybrid; INR 700,000 - 1,100,000; Full time

Job summary

Zema Global Data Corporation is seeking a Customer Experience Agent II to support customers across Europe and the wider EMEA region, providing frontline support, troubleshooting, and guiding installations and upgrades.

You will collaborate with cross-functional teams, document solutions, mentor juniors, and stay current with technologies; a Bachelor's in CS/Engineering or equivalent with 2+ years in technical support is required.

Qualifications

• Bachelor’s degree in computer science, Engineering or 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.”

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.

Skills

Java

SQL

English

Communication

Problem-solving

Independent work

Cross-functional

Curious

Education

Bachelor’s degree in computer science, Engineering or related field

Tools

Liquibase

Oracle JDBC

Oracle RAC

MSSQL

Apache Tomcat

REST

SOAP

JavaScript

Excel add-ins

Job description

• Location: Navi Mumbai, India
• Position Type: Full-time, Permanent
• Work model: Hybrid
• Shift: Multiple time shifts (covering Asia and UK time zones)
• Industry: Energy Data, Commodities & Financial Technology (FinTech)

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.

What You'll Be Doing

• 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.

What You'll Bring

Essential

• 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.

Desirable

• 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 Join Zema Global?

Impact

Shape the future of energy, commodities, and financial markets through innovative technology.

Innovation at Scale

Work with cutting-edge software, advanced analytics, and complex data that solve real-world challenges.

Career Growth

Join a fast-growing global organization where your ideas, development, and career progression are valued.

Exceptional People

Collaborate with talented colleagues and industry experts across North America, Europe, and Asia.

Meaningful Ownership

Take ownership of your work, influence strategic initiatives, and make a measurable impact on our customers and business

One Global Team

Be part of a collaborative culture built on trust, respect, and our values: Think Big. Make It Happen. Win as One.

Visa sponsorship

Visa sponsorship is not available for this position.

Equality, Diversity & Inclusion

Zema Global is committed to building an inclusive workplace where everyone can thrive. We encourage applications from all qualified candidates regardless of background or protected characteristic.