Functional Engineer

Ginesys; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Ginesys in Gurugram, India, seeks a Functional Engineer to resolve ERP/CRM functional issues, configure modules including POS, Billing and Inventory, and ensure high-quality customer experience. You will translate client requirements into functional specifications and coordinate with product and engineering teams.

Responsibilities include handling multilingual customer queries, maintaining SOPs, and contributing to knowledge base articles.

Qualifications

• 3–5 years in functional support/implementation for ERP, CRM, or business applications.
• Graduates from Commerce/IT/BA programs are preferred.
• Experience with Retail ERP exposure is a plus, not mandatory.
• Strong problem-solving and root-cause analysis abilities.

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 customers with issues, solution testing, and prepare related case summaries.
• 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.

Skills

ERP/CRM functional support

SQL basics

Advanced Excel

Ticketing tools

Solution testing & case studies

Education

Graduate in Commerce, IT, or Business Administration

Tools

Freshdesk

Salesforce Service Cloud

Zendesk

SAP B1

Oracle NetSuite

Zoho Books

Tally

MS Dynamics

Job description

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.

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.