Senior Functional Associate

3 days ago

Gurgaon, Haryana, India Ginni Systems Limited Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Role Summary

We are looking for seasoned functional experts to strengthen our Customer Service team at the L2 level. Unlike Team Leads, this role is non-managerial and focuses exclusively on advanced problem-solving, escalations, RCA, and domain-specific expertise. The L2 Associate will act as a subject matter expert (SME) for complex tickets and mentor L1 members, ensuring high-quality client support and reducing dependency on TLs.

Key Responsibilities

  • Handle L2 escalations from L1 agents for ERP/ POS/ Inventory/ Procurement/ Finance modules.
  • Perform in-depth RCA and provide resolution within defined SLAs.
  • Partner with TLs and Product teams to close functional gaps and suggest improvements.
  • Create and validate SOPs, KB articles, and RCA templates.
  • Mentor L1 members on functional issues and knowledge gaps.
  • Participate in UAT, patch testing, and advanced configurations.
  • Provide inputs on recurring issue trends, SLA compliance, and escalation analysis.
  • Work closely with L3/Product team for bug validation and fixes.

Technical Skills: Mandatory

  • 4–5 years of ERP/CRM functional support experience.
  • Strong SQL querying & data validation skills.
  • Advanced Excel (formulas, pivots, macros preferred).
  • Experience in ticketing platforms (Freshdesk, Salesforce Service Cloud, Zendesk, etc.).
  • Exposure to RCA frameworks and SLA tracking.

Preferred:

  • Retail ERP (POS, Billing, Inventory, GST, Returns, Pricing).
  • Knowledge of BI tools (Power BI, Looker, Tableau).
  • Prior UAT/test case writing experience.
  • Basic scripting (Python, PowerShell) for data checks.

Professional Skills

  • Strong analytical and problem-solving ability.
  • High ownership of escalations and service quality.
  • Documentation and reporting skills.
  • Ability to work independently without managerial responsibilities.

Interpersonal Skills

  • Clear and confident communication with clients and internal teams.
  • Ability to guide and mentor junior members.
  • Collaborative mindset with TLs, Product, and Engineering teams.

Qualifications & Experience

  • Graduate/Postgraduate in Commerce, IT, or Business Administration.
  • 5–8 years of ERP/CRM functional support (Retail ERP preferred, not mandatory).
  • Strong track record of handling escalations and RCA.

Success Metrics (KPIs)%

  • Escalations resolved at L2 without TL/L3 intervention.
  • SLA compliance for L2 tickets.
  • Reduction in repeat incidents for high-priority clients.
  • Quality of RCA and documentation delivered.

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