Functional Associate

1 day ago

Gurgaon, Haryana, India Ginni Systems Limited Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role Summary

As a Functional Associate, 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.

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