At a Glance
- Tasks: Support customers by resolving application questions and issues via phone, email, and chat.
- Company: IDBS, part of Danaher, innovates in life sciences and biotechnology to save lives.
- Benefits: Enjoy flexible hybrid working, competitive benefits, and a culture that values your unique perspective.
- Other info: Join a global team and help top BioPharma companies accelerate their discoveries.
- Why this job: Make a real impact in science while growing alongside passionate colleagues in a supportive environment.
- Qualifications: Degree in a relevant field; strong problem-solving skills and a willingness to learn are essential.
The predicted salary is between 28800 - 43200 £ per year.
Bring more to life.
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. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.
IDBS helps BioPharma organizations unlock the potential of AI/ML to improve the lives of patients. As a trusted long-term partner to 80% of the top 20 global BioPharma companies, IDBS delivers powerful cloud software and services specifically designed to meet the evolving needs of the BioPharma sector.
IDBS, a Danaher company, leverages 35 years of scientific informatics expertise to help organizations design, execute and orchestrate processes, manage, contextualize and structure data and gain valuable insights throughout the product lifecycle, from R&D through manufacturing. Known for its signature IDBS E-WorkBook software, IDBS has extended its flexible, scalable solutions to the IDBS Polar and PIMS cloud platforms to help scientists make smarter decisions with assured confidence in both GxP and non-GxP environments.
Learn about the Danaher Business System which makes everything possible.
The Customer Support Analyst is responsible for delivering high quality support services to IDBS’ customers. You will respond to customer queries, perform initial troubleshooting, and escalate complex cases as needed.
This position reports to the Regional Operations Manager and is part of the regional customer support team located in Woking, UK and will be an office based role. Working within a global follow-the-sun support model, you will learn ITIL-based processes and collaborate with internal teams to ensure timely resolution and customer satisfaction. This position operates within a rotating shift model, with working hours ranging between 8:00 AM and 9:00 PM GMT to support extended coverage for global teams
In this role you’ll have the opportunity to:
- Deliver responsive and professional customer support by handling inquiries across email, web, and community channels; perform initial troubleshooting, escalate complex issues as needed, and provide clear updates throughout resolution
- Collaborate with cross-functional teams to resolve customer issues, contribute to the support knowledge base by documenting solutions, and engage in training and mentoring to continuously enhance technical and product expertise.
- Drive continuous improvement by identifying process enhancement opportunities, sharing feedback, and supporting the adoption of tools and technologies that improve customer experience and resolution efficiency.
Here is what success in this role looks like:
- Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or similar field of study with 0–2 years of experience in technical or customer support field.
- Strong problem-solving skills, quick learner, and customer-focused mindset with a proactive attitude.
- Ability to work effectively in a fast-paced, team-oriented environment with a basic understanding of IT concepts and willingness to develop technical skills.
It would be a plus if you also possess previous experience in:
- Domain expertise in life sciences/biopharma with familiarity in scientific data management, lab informatics, and AWS-based SaaS environments.
- Hands-on experience delivering customer support services and working with tools such as Salesforce, Jira, Confluence, Splunk, and AI technologies.
- Technical knowledge of networking, Unix/Linux systems, relational databases, scripting languages (e.g., Python, R), and exposure to Quality Management frameworks or ITIL certifications.
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.
Graduate Customer Support Analyst in Woking employer: Danaher
At Pall Corporation, we are committed to fostering a culture of belonging and innovation, where your unique perspective is valued. As a fully remote employer, we offer flexible work arrangements that empower you to thrive while making a tangible impact in life sciences and biotechnology. With a strong focus on employee growth and development through the Danaher Business System, you will have the opportunity to enhance your skills and contribute to meaningful projects that advance health and safety globally.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Customer Support Analyst in Woking
✨Tip Number 1
Familiarise yourself with the Danaher Business System. Understanding this system will not only help you grasp the company's culture but also demonstrate your commitment to continuous improvement, which is highly valued in the role.
✨Tip Number 2
Brush up on your problem-solving skills by practising common troubleshooting scenarios related to software applications. Being able to articulate your thought process during a problem-solving exercise can set you apart during interviews.
✨Tip Number 3
Engage with online communities or forums related to life sciences and biotechnology. This will not only enhance your knowledge but also show your passion for the field, making you a more attractive candidate.
✨Tip Number 4
Prepare to discuss how you would communicate complex technical information to non-technical audiences. This skill is crucial for the Customer Support Analyst role, and demonstrating your ability to simplify complex concepts can impress interviewers.
We think you need these skills to ace Graduate Customer Support Analyst in Woking
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant skills and experiences that align with the role of a Graduate Customer Support Analyst. Emphasise your analytical abilities, problem-solving skills, and any experience in customer support or technical roles.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for life sciences and technology. Mention specific examples of how your background in biology, computer science, or related fields makes you a suitable candidate for this position.
Highlight Technical Skills:If you have experience with Unix/Linux operating systems, relational databases, or programming languages like JAVA or Python, be sure to include these in your application. These skills are particularly relevant to the role and can set you apart from other candidates.
Showcase Communication Skills:Since the role involves communicating complex information, provide examples in your application of how you've effectively communicated technical concepts to diverse audiences, whether through previous jobs, projects, or academic presentations.
How to prepare for a job interview at Danaher
✨Understand the Company and Its Mission
Before your interview, take some time to research IDBS and Danaher. Understand their commitment to innovation in life sciences and how they impact the industry. This knowledge will help you align your answers with their mission and demonstrate your genuine interest.
✨Showcase Your Problem-Solving Skills
As a Customer Support Analyst, you'll need to resolve complex customer issues. Prepare examples from your academic or previous experiences where you've successfully solved problems. Highlight your analytical skills and your ability to learn quickly on the job.
✨Communicate Clearly and Effectively
You'll be required to explain complex technical information to various audiences. Practice articulating your thoughts clearly and concisely. Consider doing mock interviews to refine your communication skills, ensuring you can convey your ideas effectively.
✨Prepare for Technical Questions
Given the technical nature of the role, be ready to discuss your knowledge of programming languages, databases, and operating systems. Brush up on relevant concepts and be prepared to answer questions that assess your technical understanding and problem-solving abilities.
