The Role
Provide functional support for Ginesys and other ERP or CRM applications. Resolve tickets within SLAs, configure and demonstrate business modules, translate customer needs into functional specifications, test solutions, document SOPs, and analyze ticket trends. Collaborate with product and engineering teams to improve customer satisfaction, reduce recurring incidents, and maintain strong SLA and CSAT performance.
Summary Generated by Built In
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.
Skills Required
- 2-3 years of experience in ERP, CRM, or business application functional support
- 3-5 years of experience in functional support or implementation for ERP, CRM, or business applications
- Basic SQL skills, including SELECT, JOIN, and GROUP BY queries
- Advanced Microsoft Excel skills, including pivot tables, VLOOKUP/HLOOKUP, and data validation
- Familiarity with ticketing tools such as Freshdesk, Salesforce Service Cloud, Zendesk, or similar
- Experience with solution testing and writing case studies or solution articles
- Graduate degree in Commerce, IT, Business Administration, or equivalent
- Retail ERP experience involving POS, inventory, billing, GST, or promotions
- Experience with additional ERP or CRM platforms
- Knowledge of BI or dashboarding tools such as Looker Studio, Power BI, or Tableau
- Familiarity with automation workflows in ticketing systems
- Basic Python, PowerShell, or Batch scripting skills
- Multilingual communication ability
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Ginesys One is the leading omnichannel suite of complete solutions for the entire retail value chain. Our cloud-based Ecommerce Order Management System, POS, ERP, BI, and GST software simplifies retail operations, enabling retailers to manage inventory, sales, and accounting seamlessly. With over 1200 customers and 50,000+ users across various verticals of retail, including apparel, footwear, fabrics, consumer durables, FMCG, departmental stores, supermarkets, and furnishings, we have established ourselves as experts in the retail space. Our pan-India presence includes offices in Gurgaon, Kolkata, Mumbai, Hyderabad, Goa, and Bangalore. Visit our website to learn more about how Ginesys One can transform your retail operations
