Job Description

Role Summary

As a Functional Associate, 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.