Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in gurgaon
>
Ginesys
>
Senior Functional Associate

Senior Functional Associate

Ginesys

5 years

0 Lacs

gurgaon haryana india

Posted:18 hours ago| Platform:

Apply

Skills Required

service support finance patch testing compliance escalation erp crm sql querying data excel macros freshdesk salesforce zendesk billing inventory power looker test writing scripting python powershell documentation reporting communication collaborative engineering metrics

Work Mode

On-site

Job Type

Full Time

Job Description

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.

More Jobs at Ginesys

Project Manager

Mumbai, Maharashtra, India

Experience: Not specified

Salary: Not disclosed

Tech Support Engineer

Kolkata, West Bengal, India

Experience: Not specified

Salary: Not disclosed

Dot Net Developer

Kolkata

2 - 7 yrs

INR 8 - 15 Lacs

Chief Revenue Officer

Gurugram

15.0 - 20.0 yrs

INR 16 - 20 Lacs

Customer Success Executive

Gurgaon, Haryana, India

Experience: Not specified

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Python Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Python Skills

Practice Python coding challenges to boost your skills

Start Practicing Python Now

Ginesys

Retail Technology

Hyderabad

Login to

Please Verify Your Phone or Email

Confirm Action

Senior Functional Associate