Customer Support Analyst

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.

Do you want to work within a growing and diverse Customer Support team? Do you enjoy using your analytical skills in a science-oriented role 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 realize the maximum value and benefit from our software and solutions.

We are currently seeking a Customer Support Analyst who will be responsible for responding to and resolving customer questions and problems by phone, email, and chat channels. You will assist in troubleshooting customer issues through a broad range of methods, that drive significant impact to the organization.

This position is part of the customer success team and will be working in a hybrid working arrangement.

What you will be doing:

• 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

Here is what success in this role looks like:

• Associate Degree in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or similar field of study, having 1 + year of experience.
• 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

It would be a plus if you also possess previous experience in:

• Experience of Unix/Linux operating systems and/or experience with AWS 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

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. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for IDBS can provide.

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 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.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 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.
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.
If you’ve ever wondered what’s within you, there’s no better time to find out.