Graduate Customer Support Analyst

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

At IDBS, we are at the cutting edge of providing innovative software solutions and services that empower scientists and researchers to accelerate their discoveries by helping them design, execute and orchestrate processes, manage, contextualize and structure their data and 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.

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 / 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.

We’re looking for analytical, science-oriented graduate 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 realize the maximum value and benefit from our software and solutions.

In this role you’ll have the opportunity to:

• 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.

The essential requirements of the job include:

• 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.

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

• 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.

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 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.

For more information, visit www.danaher.com. 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.