Functional Engineer

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

• 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.

Additional Comments

Let's focus on getting a multilingual candidate.