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- Tasks: Support customers by resolving queries via phone, email, and chat.
- Company: IDBS is a leading software provider in life sciences and biotechnology.
- Benefits: Enjoy flexible hybrid working, competitive benefits, and a supportive culture.
- Why this job: Make a real impact in science while growing your skills in a collaborative environment.
- Qualifications: Degree in a relevant field; problem-solving skills and a passion for learning are essential.
- Other info: Join a diverse team committed to innovation and continuous improvement.
The predicted salary is between 28800 - 43200 ÂŁ per year.
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Accelerate Your Potential
Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics, and biotechnology?
Join IDBS at Danaher
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.
About IDBS
At IDBS, we are at the cutting edge of providing innovative software solutions and services that empower scientists and researchers to accelerate their discoveries. We assist them in designing, executing, and orchestrating processes, managing, contextualizing, and structuring their data to 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.
Role Details
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 and 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.
Responsibilities
- Respond to and resolve customer questions and problems by phone, email, and chat channels. Raise customer problems, enhancement requests, and serve as an internal customer advocate.
- Troubleshoot customer issues through a broad range of methods, collaborating with team members to meet customer needs.
- Provide regular updates to customers and product stakeholders on unresolved problems, tracking 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.
- Assist customers in understanding IDBS products, services, and ongoing issues through the ongoing development of reference documentation.
Essential Requirements
- Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology, or a similar field of study.
- An \”always learning\” mentality with the ability to implement practical solutions.
- Excellent problem-solving skills and the 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.
Preferred Qualifications
- Experience of Unix/Linux operating systems.
- Experience with relational databases and database API technologies.
- Practical experience in programming/scripting languages like JAVA, Python, or Perl, or experience in statistical programming like R.
Benefits and Culture
IDBS, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a healthcare program or paid time off, our programs contribute to life beyond the job.
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 Team
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.
Diversity and Inclusion
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.
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Graduate Customer Support Analyst employer: TargetJobs UK
Contact Detail:
TargetJobs UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Graduate Customer Support Analyst
✨Tip Number 1
Familiarise yourself with IDBS and their products. Understanding the software solutions they provide will help you answer customer queries more effectively and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills. As a Customer Support Analyst, you'll need to troubleshoot various issues, so practice thinking critically and creatively about how to resolve potential customer problems.
✨Tip Number 3
Enhance your communication skills. Being able to convey complex technical information clearly is crucial, so consider engaging in activities that improve your verbal and written communication abilities.
✨Tip Number 4
Network with current or former employees of IDBS. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Graduate Customer Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant skills and experiences that align with the responsibilities of a Customer Support Analyst. Emphasise your problem-solving abilities and any technical knowledge, especially in biology or IT.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for life sciences and customer support. Mention specific examples of how you've resolved customer issues in the past and your eagerness to learn and grow within the role.
Highlight Technical Skills: If you have experience with Unix/Linux, relational databases, or programming languages like Python or Java, make sure to include these in your application. These skills are highly relevant to the role and can set you apart from other candidates.
Showcase Communication Skills: Since the role requires effective communication of complex information, provide examples in your application of how you've successfully communicated technical details to non-technical audiences. This could be through previous work experiences or academic projects.
How to prepare for a job interview at TargetJobs UK
✨Understand the Company and Its Mission
Before your interview, take some time to research IDBS and its role within Danaher. Familiarise yourself with their commitment to innovation in life sciences and how they support scientists and researchers. This knowledge will help you align your answers with their mission and demonstrate your genuine interest in the company.
✨Showcase Your Problem-Solving Skills
As a Customer Support Analyst, you'll need excellent problem-solving abilities. Prepare examples from your past experiences where you've successfully resolved issues or helped others overcome challenges. Be ready to discuss your thought process and the steps you took to reach a solution.
✨Communicate Clearly and Effectively
Since the role involves explaining complex technical information, practice articulating your thoughts clearly. Use simple language to explain difficult concepts, and be prepared to adapt your communication style based on your audience. This will showcase your ability to convey information effectively.
✨Demonstrate Your Willingness to Learn
IDBS values an 'always learning' mentality. During the interview, express your enthusiasm for continuous learning and professional development. Share any relevant courses, certifications, or self-study initiatives you've undertaken, especially in areas like programming or database management.
