Job Description
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
1. Act as the primary contact for clients during onboarding, ensuring a smooth transition from legacy systems.
2. Meet with new clients to understand their current testing workflows and configure systems accordingly.
3. Deliver web-based and on-site training to key stakeholders on Eurofins’ digital platforms (web and mobile tools).
4. Create, maintain, and deliver user guides and training documentation.
5. Handle large volumes of client data for accurate system configuration and migration.
6. Set up and configure Eurofins business systems to meet specific client needs.
7. Ensure thorough testing and validation of system configurations before go-live.
8. Manage live service incidents, service requests, and maintenance activities.
9. Conduct root cause analysis and ensure incident tickets are resolved and documented appropriately.
10. Prioritize and triage tickets with Application Support and Business teams, adhering to SLAs.
11. Provide proactive support and analytics on recurring issues to improve product performance.
12. Work with Sales, Business Unit Managers, Application Support, and IT to coordinate onboarding activities and client support.
13. Understand the sales pipeline to anticipate onboarding workload.
14. Represent the client in internal meetings, ensuring their needs are well-communicated and addressed.
15. Relay client feedback to product and development teams to support continuous improvement.
Qualifications
16. Proven experience in a functional analyst or client-facing support role, preferably within a digital platform, SaaS, or IT service environment.
17. Strong analytical and problem-solving capabilities, with a keen eye for identifying and troubleshooting complex application issues.
18. Exceptional communication and interpersonal skills, with a proactive, customer-centric approach to service delivery.
19. Confident in delivering client training sessions—both virtually and in-person.
20. Highly organised.
21. Proven ability to work collaboratively with cross-functional teams including IT, sales/account managers, product, and operations.
22. Technically adept, comfortable using and supporting various web-based and mobile applications.
Additional Information
Benefits
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:
23. Life Assurance (4 times annual salary)
24. Holiday Purchase Scheme
25. Enhanced Maternity, Paternity and Adoption Pay Scheme
26. Company Pension Plan
27. Employee Assistance Programme – 24/7 confidential support.
28. Free car parking
29. Worldwide career opportunities
30. 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.
Your data
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!