Graduate Customer Support Analyst

Accelerate Your Potential

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics, and biotechnology?

Join IDBS at Danaher

At IDBS, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. By harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

About IDBS

At IDBS, we are at the cutting edge of providing innovative software solutions and services that empower scientists and researchers to accelerate their discoveries. We assist them in designing, executing, and orchestrating processes, managing, contextualizing, and structuring their data to gain valuable insights throughout the drug lifecycle, from R&D through manufacturing. We work with 80% of the top 20 global BioPharma companies. Our customers engage in groundbreaking work, from pioneering biological research to developing new therapies and medicines. Join us at IDBS to continuously grow and make a real impact, working alongside passionate colleagues who care deeply about our mission and each other.

Role Details

IDBS is hiring for a Customer Support Analyst to work onsite at our office in Woking, UK. Currently, this is a 2 days onsite role and 3 days working from home but may be subject to change. This role reports into the Customer Support Regional Operations Manager and will work with a global customer support team.

Responsibilities

• Respond to and resolve customer questions and problems by phone, email, and chat channels. Raise customer problems, enhancement requests, and serve as an internal customer advocate.
• Troubleshoot customer issues through a broad range of methods, collaborating with team members to meet customer needs.
• Provide regular updates to customers and product stakeholders on unresolved problems, tracking all communication in the Customer Relationship Management (CRM) system.
• Work closely with the IDBS Engineering and Product Feature Teams to progress and resolve software defects.
• Assist customers in understanding IDBS products, services, and ongoing issues through the ongoing development of reference documentation.

Essential Requirements

• Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology, or a similar field of study.
• An "always learning" mentality with the ability to implement practical solutions.
• Excellent problem-solving skills and the ability to learn quickly on the job.
• Ability to effectively communicate highly complex/technical information and data verbally and in writing for a range of audiences.

Preferred Qualifications

• Experience of Unix/Linux operating systems.
• Experience with relational databases and database API technologies.
• Practical experience in programming/scripting languages like JAVA, Python, or Perl, or experience in statistical programming like R.

Benefits and Culture

IDBS, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a healthcare program or paid time off, our programs contribute to life beyond the job.

At IDBS, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement.

Join Our Team

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

Diversity and Inclusion

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace, and throughout the markets we serve. Our associates, customers, and shareholders contribute unique and different perspectives as a result of these diverse attributes.