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.