Senior Functional Associate

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

Preferred

Professional Skills

Interpersonal Skills

Qualifications & Experience

Success Metrics (KPIs) %

Skills Required

Erp, Tableau, Pricing, zendesk, Data Validation, Python, Salesforce, Power Bi, Gst Returns, Powershell, Macros, Billing, Pos, Service Cloud, Crm, Inventory