Role Summary
As a Functional Engineer, you will handle customer queries on Ginesys products, analyze and resolve functional issues, provide configuration support, and ensure high-quality customer experience. You will act as a bridge between customers, product, and engineering teams..
Key Responsibilities
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Manage and resolve functional support tickets within defined SLAs.
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Configure and demonstrate ERP modules (POS, Billing, Inventory, Procurement, Pricing, Promotions, Returns, Reporting).
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Gather and translate client requirements into functional specifications.
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Support customer with their issues, solution testing, and prepare related case summary.
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Document solutions, create SOPs, and maintain knowledge base articles.
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Provide data-driven insights on ticket trends, SLA compliance, and recurring issues.
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Collaborate with cross-functional teams to improve processes and customer satisfaction.
Technical Skills: Mandatory
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2–3 years of experience in ERP, CRM, or business application functional support.
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SQL basics (ability to write/read simple queries: SELECT, JOIN, GROUP BY).
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Advanced Excel (pivot tables, VLOOKUP/HLOOKUP, data validation).
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Familiarity with ticketing tools (Freshdesk, Salesforce Service Cloud, Zendesk, or similar).
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Exposure to solution testing and writing case study and solution articles.
Preferred
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Retail ERP exposure (POS, Inventory, Billing, GST, Promotions).
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Experience with other ERP/CRM platforms (SAP B1, Oracle NetSuite, Zoho Books, Tally, Salesforce, MS Dynamics).
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Knowledge of BI/ dashboarding tools (Google Looker Studio, Power BI, Tableau).
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Familiarity with automation workflows in ticketing systems.
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Basic scripting (Python, PowerShell, Batch) for quick data checks or validation.
Professional Skills
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Strong problem-solving and root-cause analysis ability.
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Documentation and SOP creation.
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Metrics-driven approach (SLA, CSAT, ticket ageing).
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Ability to manage tasks in a fast-paced, cross-functional environment.
Interpersonal Skills
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Clear and confident communication skills (verbal & written).
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Empathy and customer-first approach.
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Professional under pressure, with good stakeholder management.
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Team player with collaborative mindset.
Qualifications & Experience
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Graduate in Commerce, IT, Business Administration, or equivalent.
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3–5 years in functional support/implementation for ERP, CRM, or business applications.
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Retail ERP experience is a plus, not mandatory.
Success Metrics (KPIs)
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SLA adherence 95%.
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High CSAT ( 4.5/5).
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Reduced repeat incidents per client quarter.
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Timely UAT validations and RCA submissions.
Additional Comments
Let's focus on getting a multilingual candidate.
