Senior Product Support specialist

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and the environment safer, healthier and more sustainable. From the food you eat to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is a global leader in food, environmental, pharmaceutical and cosmetic product testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 35 years, Eurofins has grown from one laboratory in Nantes, France to 62,000 staff across a network of over 1,000 independent companies in 61 countries, operating 900 laboratories. Performing over 450 million tests every year, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997.

Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services.

The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic, we have a rich culture and we offer fulfilling careers.

SUMMARY OF POSITION AND OBJECTIVES:

Eurofins is seeking a highly skilled and experienced Senior Product Support Specialist to join our IT Product Support team. The ideal candidate will have 5–7 years of hands-on experience in Microsoft Dynamics 365 CRM, with deep expertise in Sales and Customer Service, knowledge on Customer Insights, and Customer Voice modules. This role is pivotal in ensuring the smooth operation, maintenance, and support of D365 CRM applications and integrations across Eurofins companies.

• Provide Level 2 support - diagnosis, investigation, resolution, coordination with business, application owners, infrastructure support on Application and its interfaces.
• Operate within the program’s service level agreements in order to solve customer issues and satisfy the requests.
• Drive all owned tickets towards closure with high customer satisfaction.
• Implement key rollouts of D365 CRM SaaS applications (Sales, Customer Service, Marketing and Customer Voice modules) partnering with the Business Analysts, Project Managers and Deployment Coordinators.
• Handle user access management and data management (importation, update, migration etc.) requests.
• Troubleshoot Application and coordinate with multiple IT and business teams to solve the issues.
• Develop good knowledge on the supported application(/s) and keep up to date with the new features, enhancements, and bug fixes with each release by internal Application Development team.
• Co-ordinate with other L2 as well as L3 support members on logging bugs on the application by providing all the necessary steps to reproduce.
• Co-ordinate with Business Analysts on initial analysis on prospective change requests.
• Contribute to the knowledge base for easy management of frequently asked questions and repetitive service requests.
• Provide trainings to Super Users on demand basis to train on the application usage and participate in Webinars and Q&A sessions to build a strong Super User Community.
• Provide availability to work during a few planned weekends with new scope go-lives.
• Basic knowledge of troubleshooting related to IIS troubleshooting, event viewer logs from Windows server and an understanding of single sign on.
• Basic knowledge of Cloud concepts, preferably on Microsoft Azure.
• Basic understanding of Microsoft suite of applications like Outlook, Teams, SharePoint etc.

Preferred Experience:

• 5 to 7 years of experience in application support or any related IT domain.
• Excellent analytical and problem-solving skills.
• Excellent verbal and written communication and interpersonal skills.
• Experience in supporting Microsoft D365 CRM (on premise or online).
• Microsoft Certifications on D365 Sales and/or Customer Service
• Experience in ITIL framework to assist in day-to-day operations.
• Experience in working with cross functional teams spread across geographies.

Profile description:

An ideal candidate would be someone who:

• communicates clearly and effectively in verbal as well as in written communications.
• has a strong sense of ownership and ability to follow tasks through to completion.
• works seamlessly within a team as well as manage individual tasks.
• is customer focused and goal orientated with a keen attention to detail.
• can explain topics in a clear and understandable manner to non-technical stakeholders.