Product Support Specialist

Eurofins Scientific is seeking a Product Support Specialist for its operations in Bengaluru, India. This role reports to the Senior Manager and is responsible for IT application support, including maintenance, administration, and Level 2 support for the D365 CRM Application and Services. The Product Support Specialist will collaborate with business stakeholders, Business Analysts, Infrastructure Support, Developers, and Testers to ensure timely and efficient resolution of IT application-related incidents and service requests, while actively participating in Change and Problem management processes.

Key Responsibilities:

• Provide Level 2 support, including diagnosis, investigation, resolution, and coordination with business, application owners, and infrastructure support for applications and their interfaces.
• Adhere to program service level agreements (SLAs) to resolve customer issues and fulfill requests, driving ticket closures with high customer satisfaction.
• Manage user access and data management requests, including importation, updates, and migrations.
• Troubleshoot application issues and coordinate with multiple teams for effective problem-solving.
• Develop in-depth knowledge of supported applications, staying current with new features, enhancements, and bug fixes released by the internal Application Development team.
• Collaborate with senior L2 and L3 support members to log application bugs, providing detailed steps for reproduction.
• Assist Business Analysts with the initial analysis of prospective change requests.
• Contribute to the knowledge base by documenting frequently asked questions and recurring service requests.
• Provide on-demand training to Super Users on application usage and participate in webinars and Q&A sessions to foster a strong Super User Community.
• Be available to work during some planned weekends for new scope go-lives.
• Possess basic troubleshooting skills related to IIS, Windows server event viewer logs, and an understanding of single sign-on (SSO).

Required Experience:

• 1 to 3 years of experience in application support or a related IT domain.
• Excellent analytical and problem-solving abilities.
• Strong verbal and written communication and interpersonal skills.
• Experience supporting Microsoft D365 CRM (on-premise or online) is a significant advantage.
• Familiarity with the ITIL framework for day-to-day operations is beneficial.
• Experience working with cross-functional teams across different geographies is a plus.

Ideal Candidate Profile:

• Clear and effective verbal and written communication skills.
• Strong sense of ownership and ability to drive tasks to completion.
• Ability to work effectively both independently and as part of a team.
• Customer-focused and goal-oriented with meticulous attention to detail.
• Capacity to explain technical topics clearly to non-technical stakeholders.