Group Manager-Application Support (Zwayam)

Application Support Bangalore

About Info Edge

Info Edge is India’s leading consumer internet company known for its strong brands in recruitment (naukri.com, naukrigulf.com, iimjobs.com, firstnaukri.com), real estate (99acres.com), matrimony (jeevansathi.com) and education (shiksha.com). Starting with a classified recruitment online business, naukri.com, the Company has grown and diversified rapidly, setting benchmarks as a pioneer for others to follow either through setting up of in house brands or through the route of strategic investments and acquisitions. Zomato.com, policybazaar.com and Happily Unmarried Marketing Private Limited are our investee companies to name a few out of many. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. Driven by innovation, an experienced and talented leadership team and a strong entrepreneurial orientation, we pride ourselves on having a culture that promotes meritocracy. Our numerous milestones can largely be credited to an incredibly smart team working in an environment that encourages creativity and going the extra mile to develop products that people love to use and add value to our clients.

About Zwayam

India's most popular SaaS based hiring platform started by industry practitioners and meant for large and mid-market enterprises, with a light version for SMEs. Zwayam is an end-to-end recruitment automation software - a process enabler and helps automate all stages of hiring from sourcing to onboarding. Zwayam uses contemporary technologies like AI, ML and NLP allowing clients to use technology to change the way they hire. http://www.zwayam.com

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.