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.