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