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- Tasks: Support clients in onboarding and resolving issues on digital platforms.
- Company: Join Eurofins, a leader in laboratory services committed to innovation and sustainability.
- Benefits: Enjoy hybrid working, life assurance, enhanced parental pay, and access to Perkbox discounts.
- Why this job: Be part of a dynamic team that values your input and fosters career growth.
- Qualifications: Strong analytical skills and customer-focused mindset required; training experience is a plus.
- Other info: We embrace diversity and support career development for all applicants.
The predicted salary is between 30000 - 42000 £ per year.
Functional Support Analyst (Customer Support)
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Functional Support Analyst (Customer Support)
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Join to apply for the Functional Support Analyst (Customer Support) role at Eurofins
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Working hours are Monday – Friday, 9am – 5pm.
Hybrid working is available. Regular travel to our client sites will also be required.
As a Functional Support Analyst (Customer Facing), you will play a key role in the successful onboarding of new and existing clients onto our digital platforms, while also providing responsive day-to-day support for customer incidents and service requests.
This role is ideal for someone with strong functional analysis skills, a deep understanding of application behaviour, excellent communication and presentation abilities, and a customer-first mindset.
You will play a pivotal role in onboarding clients onto Eurofins’ digital platforms and laboratory systems. This includes delivering training, supporting data migration and system configuration, resolving client queries, and ensuring seamless system adoption. You will serve as the key liaison between clients and internal teams, ensuring a high-quality onboarding experience and long-term satisfaction.
Main Duties
- Act as the primary contact for clients during onboarding, ensuring a smooth transition from legacy systems.
- Meet with new clients to understand their current testing workflows and configure systems accordingly.
- Deliver web-based and on-site training to key stakeholders on Eurofins’ digital platforms (web and mobile tools).
- Create, maintain, and deliver user guides and training documentation.
- Handle large volumes of client data for accurate system configuration and migration.
- Set up and configure Eurofins business systems to meet specific client needs.
- Ensure thorough testing and validation of system configurations before go-live.
- Manage live service incidents, service requests, and maintenance activities.
- Conduct root cause analysis and ensure incident tickets are resolved and documented appropriately.
- Prioritize and triage tickets with Application Support and Business teams, adhering to SLAs.
- Provide proactive support and analytics on recurring issues to improve product performance.
- Work with Sales, Business Unit Managers, Application Support, and IT to coordinate onboarding activities and client support.
- Understand the sales pipeline to anticipate onboarding workload.
- Represent the client in internal meetings, ensuring their needs are well-communicated and addressed.
- Relay client feedback to product and development teams to support continuous improvement.
Qualifications
- Proven experience in a functional analyst or client-facing support role, preferably within a digital platform, SaaS, or IT service environment.
- Strong analytical and problem-solving capabilities, with a keen eye for identifying and troubleshooting complex application issues.
- Exceptional communication and interpersonal skills, with a proactive, customer-centric approach to service delivery.
- Confident in delivering client training sessions—both virtually and in-person.
- Highly organised.
- Proven ability to work collaboratively with cross-functional teams including IT, sales/account managers, product, and operations.
- Technically adept, comfortable using and supporting various web-based and mobile applications.
Additional information
We’re proud to be an armed forces-friendly place to work and welcome applications from reservists, armed forces veterans (including the wounded, injured and sick), as well as cadet instructors, and military spouses and partners.
If you want to continue to help make our world a safer and healthier place, then apply for the role below and become a part of the extraordinary Eurofins network.
At Eurofins we are growing, innovating and always learning. We celebrate the achievements of our employees through annual long service awards, recognise our colleagues special life events, and we are committed to charitable causes through global fundraising activities.
As a Eurofins employee you will benefit from:
- Life Assurance (4 times annual salary)
- Holiday Purchase Scheme
- Enhanced Maternity, Paternity and Adoption Pay Scheme
- Company Pension Plan
- Employee Assistance Programme – 24/7 confidential support.
- Free car parking
- Worldwide career opportunities
- Everyone who joins our team also gets access to Perkbox, allowing you to save money all year round. Whether its supermarket savings or days out, the daily coffee or a summer holiday – there’s something to suit everyone’s lifestyle.
What Happens Next
Our people are the backbone of what we do, so it\’s incredibly important we find the right individuals to join us. As a potential new recruit you\’ll be invited to meet the team in the form of an assessment centre or a staged interview process dependent on the role and it\’s requirements, this will give you the opportunity to see what working for Eurofins is really like and enable us to get you know your key skills and strengths.
As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.
Closing Date
We reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as early as possible.
Due to the high volume of applications we receive please be aware that if you do not receive a response within 4 weeks of the vacancy expiry date unfortunately, on this occasion your application has been unsuccessful.
We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.
We embrace diversity! Eurofins network of companies believe in strength and innovation through diversity, being an Equal Opportunity Employer. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.
Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we also count on our dedicated carbon reduction team to help us to achieve this goal!
Find out more in our career page: https://careers.eurofins.com/
Seniority level
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Science, Information Technology, and Customer Service
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Functional Support Analyst (Customer Support) employer: Eurofins
Contact Detail:
Eurofins Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Functional Support Analyst (Customer Support)
✨Tip Number 1
Familiarise yourself with Eurofins' digital platforms and laboratory systems. Understanding the tools you'll be working with will not only boost your confidence during interviews but also help you articulate how your skills can enhance client onboarding.
✨Tip Number 2
Prepare to discuss your experience in handling customer incidents and service requests. Be ready to share specific examples of how you've resolved issues in previous roles, as this will demonstrate your problem-solving abilities and customer-first mindset.
✨Tip Number 3
Showcase your communication skills by practising how you would deliver training sessions. Consider creating a mock presentation on a relevant topic, as this will highlight your ability to convey complex information clearly and effectively.
✨Tip Number 4
Network with current or former employees of Eurofins if possible. Engaging with them can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Functional Support Analyst (Customer Support)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in functional analysis and customer support. Emphasise any previous roles where you acted as a liaison between clients and internal teams, as this is crucial for the Functional Support Analyst position.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific skills that align with the job description, such as your analytical abilities and experience in delivering training sessions. Show how your customer-first mindset will benefit Eurofins.
Highlight Relevant Skills: Clearly outline your technical skills, especially those related to digital platforms and SaaS environments. Include examples of how you've successfully resolved client queries or managed service incidents in the past.
Prepare for Potential Questions: Think about common interview questions related to customer support and functional analysis. Be ready to discuss how you've handled challenging situations with clients and how you ensure a smooth onboarding process.
How to prepare for a job interview at Eurofins
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Functional Support Analyst. Familiarise yourself with the onboarding process, client interactions, and the technical aspects of the digital platforms you'll be working with.
✨Showcase Your Communication Skills
As this role requires excellent communication abilities, prepare to demonstrate how you can effectively convey complex information. Consider sharing examples from past experiences where you successfully trained clients or resolved issues through clear communication.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle client incidents. Think of specific situations you've encountered in previous roles and how you addressed them, focusing on your analytical approach and customer-first mindset.
✨Research Eurofins and Its Culture
Familiarise yourself with Eurofins' mission, values, and recent developments. Understanding the company culture will help you align your answers with their expectations and show your genuine interest in being part of their team.
