Job Posted On: August 7, 2025

- Full Time, Hybrid, On-site, Remote
- Bengaluru

We are seeking a detail-oriented and proactive Application Support Specialist to provide first-line support for enterprise software products used in the life sciences and publishing domains. This role involves assisting researchers, editors, and domain professionals with day-to-day technical issues, guiding them through platform functionalities, and escalating complex problems to higher support tiers when needed.

The ideal candidate will have a background in life sciences or related scientific fields, a strong grasp of digital technologies, and a genuine interest in supporting users working with scientific data, content workflows, and research publication systems.

Qualifications & Skills

Required:

- Bachelor’s or Master’s degree in any technical or science-related field, with a robust preference for candidates with a background in Agriculture, Biology, Biotechnology, or related disciplines.
- Strong understanding of computer technologies, software usage, and troubleshooting techniques.
- 1+ years of experience in a helpdesk, product support, or L1 technical support role.
- Excellent verbal and written communication skills in English.
- Experience supporting or communicating with international clients, especially from European regions.
- Familiarity with support ticketing and service desk tools such as:
- Jira Service Management / Jira Service Desk
- Redmine
- Freshdesk
- Zendesk
- Zoho Desk

- Ability to use AI tools (e.g., ChatGPT, Google Translate, or other LLMs) to interpret and respond to content in European languages.




- Basic understanding of platforms that manage structured workflows or scientific datasets.

Preferred:

- Experience supporting software products in the life sciences, academic publishing, or data-centric domains.
- Ability to manage support for multiple products or modules simultaneously.
- Experience with support documentation, knowledge bases, and FAQs.
- Familiarity with tools and formats such as:
- Confluence (for documentation)
- Microsoft Excel / Google Sheets
- File formats like CSV, JSON, or XML
- Remote support tools (e.g., TeamViewer, AnyDesk)

EXPERIENCE

1+ years in a support or helpdesk role

Roles & Responsibilities

- Serve as the first point of contact for customers encountering issues with business applications.
- Provide prompt and professional responses to support tickets, emails, or chat queries.
- Troubleshoot common user issues, guide users through application features, and provide clear step-by-step instructions.
- Document all support interactions and maintain accurate ticket records.
- Escalate complex issues to L2 support or technical teams with well-documented context and logs.
- Contribute to the internal knowledge base by creating solution articles, how-tos, and FAQs.
- Monitor support queues and ensure timely resolution in line with defined SLAs.
- Collaborate with internal teams to identify patterns in support queries and suggest usability improvements.
- Work with users from different European countries, using translation tools and large language models (LLMs) to interpret issues or documentation when content is not in English.

LOCATION

Bengaluru

APPLICATION DEADLINE

📌 Application Support Specialist – Life Sciences & Publishing Platforms (India)
🏢 MOLECULAR CONNECTIONS
📍 India