Senior Product Support Specialist

The Senior Product Support Specialist will be responsible for IT application support, including maintenance, administration, and Level 2 support for specific key modules. This role involves close collaboration with Single Points of Contact (SPOCs) from various Eurofins companies, Business Analysts, Infrastructure Support, and Developers for the D365 CRM Application and Services. The primary objective is to ensure the timely and efficient resolution of IT application-related incidents and service requests, while actively supporting Change and Problem Management processes.

Key Responsibilities:

• Provide Level 2 support, encompassing diagnosis, investigation, resolution, and coordination with business stakeholders, application owners, and infrastructure support for the application and its interfaces.
• Operate within defined Service Level Agreements (SLAs) to resolve customer issues and fulfill requests efficiently.
• Ensure high customer satisfaction by driving all assigned tickets to successful closure.
• Implement key rollouts of D365 CRM SaaS applications (including Sales, Customer Service, Marketing, and Customer Voice modules) in partnership with Business Analysts, Project Managers, and Deployment Coordinators.
• Manage user access and data management requests, including data importation, updates, and migration.
• Troubleshoot application issues and coordinate with multiple IT and business teams for effective problem-solving.
• Develop in-depth knowledge of supported applications, staying current with new features, enhancements, and bug fixes from each release.
• Collaborate with other L2 and L3 support members to log bugs, providing detailed steps for reproduction.
• Liaise with Business Analysts for the initial analysis of prospective change requests.
• Contribute to the knowledge base by documenting frequently asked questions and recurring service requests to facilitate easier management.
• 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 a few planned weekends for new scope go-lives.
• Possess basic troubleshooting knowledge of IIS, Windows server event logs, and an understanding of single sign-on.
• Have foundational knowledge of cloud concepts, preferably Microsoft Azure.
• Demonstrate a basic understanding of Microsoft suite of applications such as Outlook, Teams, and SharePoint.

Preferred Experience:

• 4 to 7 years of experience in application support or a related IT domain.
• Excellent analytical and problem-solving capabilities.
• Strong verbal and written communication and interpersonal skills.
• Experience with the ITIL framework to support daily operations.
• Proven experience working with cross-functional teams across different geographies.
• Prior experience supporting Microsoft D365 CRM (on-premise or online) is highly desirable.
• Experience or understanding of Customer Service applications, including email-to-case, phone-to-case, and chat-to-case workflows, is highly preferred.

Ideal Candidate Profile:

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