Customer Support Analyst

Job content

IDBS is a leading global provider of advanced software for research and development organizations to securely capture, manage, share, and exploit structured and unstructured data. IDBS’ software platform powers process design and execution while delivering deep insights that drive innovation. By enabling our customers to deliver high-quality therapeutics to patients faster and more cost effectively, IDBS is accelerating biopharmaceutical development into the digital age. Our customers trust us with their data so they can get back to what they do best: science that betters lives.
IDBS is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.
As a consequence of another internal progression, we’re looking for a Customer Support Analyst to join our team!
Are you looking for an opportunity to be an integral part of a growing and diverse team? We’re on the search for analytical, science-oriented candidates to resolve customer application questions, problems and incidents that are impacting the solutions that our customers depend on. This role plays an important part in enabling IDBS’ customers to realise the maximum value and benefit from our software and solutions.
We are working to redefine the way that pharmaceutical, biotechnology, food and beverage, consumer goods companies do business. Find out more on our LinkedIn Life page! Core responsibilities include:
Respond to and resolve customer questions and problems by phone, email and chat channels. Raise customer problems, enhancements requests and serve as an internal customer advocate
Troubleshoot customer issues through a broad range of methods, including collaborating with team members to meet the needs of our customers
Proactively provide regular updates to customers and product stakeholders on unresolved problems, and track 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
Proactively assist our customers in understanding IDBS products, services and ongoing issues through the ongoing development of reference documentation
Do you have the following?
Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or similar field of study
An "always learning" mentality with the ability to implement practical solutions
Excellent problem-solving skills and 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
And if you have the following, whilst not essential, it would help accelerate your learning:
Experience of Unix/Linux operating systems
Experience of relational databases and database API technologies
Practical experience in a programming / scripting language, e.g. JAVA, Python or Perl or practical experience in statistical programming, e.g. R
When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.