SaaS Functional Consultant

Concentrix CVG Philippines, Inc.; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix CVG Philippines, Inc. is seeking a SaaS Functional Consultant to provide functional application support, configuration, troubleshooting, and ongoing improvement for Zendesk, CRM, CCaaS, telephony, and other SaaS platforms.

The role acts as a SME, collaborating with the Service Delivery Manager and client teams to resolve issues and drive service quality. Based in Quezon City, you will manage incidents, perform configurations, and support changes while maintaining strong client

Qualifications

• Bachelor's degree or equivalent in IT/CS/IS/engineering or related field.
• 1-3 years 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.
• 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.

Responsibilities

• Provide day-to-day functional support for assigned applications and client environments.
• 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 SLAs.
• Monitor tickets approaching SLA breach and take timely action.
• Provide clear updates to clients and stakeholders regarding configurations.
• Document and close support tickets with proper categorization.
• Escalate critical issues to appropriate teams as needed.
• Support major incident activities when required.
• Assist in identifying recurring incidents and permanent resolutions.
• Build and maintain positive relationships with client users and stakeholders.
• Provide guidance on system usage, configuration, and process improvements.
• Participate in client meetings and service reviews.

Skills

Functional Application Support

Incident Management

SLA Management

Client Relationship Management

Documentation & Knowledge Management

System Configuration

Change & Release Support

Communication & Stakeholder Management

Education

Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, Engineering, or related field

Tools

Zendesk

Salesforce

ServiceNow

HubSpot

Freshworks

Job description

Job Title: SaaS Functional Consultant

Job Description

Functional Consultant – Support / Managed Services

Position Summary

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 environments.
   • 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.
2. Incident, Request & SLA Management
   • 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.
4. System Optimization & Continuous Improvement
   • Review existing configurations and identify opportunities for system and process improvement.
   • Recommend workflow automation, configuration enhancements, and operational efficiencies.
   • 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 environments.
• 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

• Functional Application Support
• Incident & Request Management
• Troubleshooting & Root Cause Analysis
• SLA & Service Delivery
• Client Relationship Management
• System Configuration
• Change & Release Support
• Business Process Analysis
• Documentation & Knowledge Management
• Communication & Stakeholder Management
• Continuous Improvement
• Prioritization & Time Management

Key Performance Indicators (KPIs)

1. Service Delivery
   • SLA Compliance, Ticket Resolution Performance, Backlog Management
2. Client Application Support
   • Operational Excellence
   • Continuous Improvement Productivity
   • CSAT, Client Escalation Rate, Communication Effectiveness
   • Functional Issue Resolution, Configuration Accuracy, Change Success Rate
   • Documentation Quality, Knowledge Contribution, Root Cause Analysis
   • Process Improvement and Automation Contributions
   • Utilization Rate, Timely Completion of Assigned Activities

Location

PHL Quezon City - EXXA Tower, 8th Floor

Language Requirements

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue.

We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.