Functional Consultant (SaaS)

Concentrix; Philippines; On-site; PHP 420,000 - 640,000; Full time

Job summary

Concentrix in the Philippines is seeking a Functional Consultant to provide daily application support, configure workflows, and troubleshoot issues across Zendesk, CRM, CCaaS, telephony, and other SaaS platforms.

You will partner with clients and the Service Delivery team to maintain performance, drive continuous improvement, document changes, and ensure SLAs are met.

Qualifications

• Bachelor's degree in IT, CS, BIS, Eng, or related field.
• 1–3 years of experience in Application Support, SaaS Support, Functional Consulting, CRM Administration, Technical/Functional Support, or Service Delivery.
• Experience with Zendesk, Salesforce, ServiceNow, HubSpot, Freshworks or similar applications.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent verbal and written communication; strong client-facing skills.

Responsibilities

• Provide day-to-day functional support for assigned applications and clients.
• Troubleshoot incidents, service requests, and application-related issues; perform approved configurations and workflow changes.
• Coordinate with technical teams, developers, vendors, and other support groups for complex issues; validate changes before/after production deployment.
• Maintain records of support activities, resolutions, and configurations; manage incidents per SLAs.
• Provide functional updates and risk assessments to Service Delivery Manager; support change, testing and release activities.
• Create and maintain knowledge articles, troubleshooting guides, and user guides; share best practices with the team.

Skills

Analytical thinking

Troubleshooting

Communication skills

Client-facing

Education

Bachelor's degree in IT/CS/BIS/Engineering

Job description

The Functional Consultant is responsible for providing functional application support,

configuration, troubleshooting, and continuous improvement for customer-facing

business applications such as Zendesk, CRM, CCaaS, telephony, and other SaaS

platforms.

The role serves as a functional subject matter expert for assigned client environments,

working closely with clients, the Service Delivery Manager, and technical teams to resolve

issues, fulfill service requests, maintain system performance, and ensure compliance with

agreed service levels.

The Functional Consultant is expected to provide timely and effective support, identify

recurring issues and improvement opportunities, and contribute to a positive client

experience.

Key Responsibilities

1. Application & Functional Support

• Provide day-to-day functional support for assigned applications and client
• Troubleshoot and resolve incidents, service requests, and application-related issues.
• Perform approved system configurations, workflow changes, automations, user administration, and other functional updates.
• Analyze recurring issues and recommend corrective or preventive actions.
• Coordinate with technical teams, developers, vendors, and other support groups for complex issues.
• Validate system changes and functionality before and after production deployment.
• Maintain accurate records of support activities, resolutions, and configuration changes.
• Manage assigned incidents and service requests according to agreed priorities and SLAs.
• Monitor tickets approaching SLA breach and proactively take action to ensure timely resolution.
• Provide clear and timely updates to clients and stakeholders with regard to the configuration.
• Properly document, categorize, prioritize, and close support tickets.
• Escalate critical or complex issues to the appropriate technical team or Service Delivery Manager.
• Support major incident activities when required.
• Assist in identifying recurring incidents and opportunities for permanent resolution.

3. Client Support & Service Delivery

• Act as a functional point of contact for assigned client support requirements.
• Build and maintain positive relationships with client users and stakeholders.
• Understand client concerns and translate them into appropriate functional solutions.
• Provide guidance on system usage, configuration, and process improvements.
• Participate in client meetings, service reviews, and support discussions as required.
• Support the Service Delivery Manager by providing functional updates, issue analysis, risks, and recommendations.
• Review existing configurations and identify opportunities for system and process improvement.
• Recommend workflow automation, configuration enhancements, and operational
• Analyze ticket trends and recurring issues to identify improvement opportunities.
• Support problem management, root cause analysis, and corrective action activities.
• Contribute to continuous service improvement initiatives.
• Stay current with platform enhancements, features, and relevant best practices.

5. Change, Testing & Release Support

• Assess the functional impact of requested system changes.
• Support testing, UAT, and validation of application changes.
• Coordinate with relevant teams during change and release activities.
• Validate production changes and confirm expected functionality.
• Ensure appropriate documentation and approvals are completed before implementation.

6. Knowledge Management & Documentation

• Create and maintain knowledge articles, troubleshooting guides, FAQs, user guides, and support documentation.
• Document incident resolutions, known issues, and recommended workarounds.
• Maintain accurate functional and configuration documentation.
• Share knowledge and best practices with the support team.
• Support knowledge transfer and onboarding of new team members.

Qualifications

Required

• Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, Engineering, or related field.
• 1–3 years of experience in Application Support, SaaS Support, Functional Consulting, CRM Administration, Technical/Functional Support, or Service Delivery.
• Experience supporting platforms such as Zendesk, Salesforce, ServiceNow, HubSpot, Freshworks, or similar applications.
• Experience with troubleshooting, system configuration, incident/request management, and user support.
• Strong analytical, troubleshooting, and problem-solving skills.
• Good understanding of SLA and service support concepts.
• Excellent verbal and written communication skills.
• Strong client-facing and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced support environment.

Preferred

• Experience in Managed Services, Service Desk, or IT Service Management
• Experience with Zendesk, CCaaS, CRM, telephony, or Customer Experience platforms.
• Knowledge of APIs, webhooks, integrations, and workflow automation.
• Experience with reporting, dashboards, and service performance analysis.
• Familiarity with ITIL, Agile, or hybrid delivery methodologies.
• Relevant platform or IT service management certifications.

Core Competencies

• Change & Release Support