At a Glance
- Tasks: Deliver top-notch customer support and troubleshoot issues for our innovative life sciences software.
- Company: Join IDBS, a leading tech company in life sciences and diagnostics.
- Benefits: Gain valuable experience, work in a supportive team, and enjoy a dynamic office environment.
- Other info: Opportunity for growth and learning in a collaborative, global team.
- Why this job: Make a real difference in healthcare while developing your skills in a fast-paced setting.
- Qualifications: Degree in a relevant field and a passion for problem-solving and customer service.
The predicted salary is between 25000 - 32000 £ per year.
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At IDBS, 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. IDBS helps BioPharma organizations unlock the potential of AI/ML to improve the lives of patients.
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, elevate 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.
Graduate Customer Support Analyst in Woking employer: Radiometer
Radiometer is an exceptional employer, offering a dynamic work environment in Cambridge where innovation meets collaboration. With a strong focus on employee growth, we provide comprehensive health insurance, a competitive bonus plan, and opportunities to lead and mentor junior staff, making it a rewarding place for those passionate about advancing research in cancer and infectious diseases.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Customer Support Analyst in Woking
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Radiometer. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Radiometer before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Graduate Customer Support Analyst in Woking
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Radiometer:Your cover letter is your chance to shine! Tell us why you want to work at Radiometer specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Radiometer!
How to prepare for a job interview at Radiometer
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
