Customer Support Analyst

IDBS is a dynamic and innovative company providing purpose-built software solutions to address the data management challenges prominent across the BioPharma lifecycle and supply chain.

Leveraging more than 30 years of experience in life science informatics, we are uniquely positioned to deliver a portfolio of innovative BioPharma knowledge management technologies to streamline the capture, analysis, reporting and sharing of data required to accelerate the next generation of life-changing therapies.

Cloud-native and analytics-centric, our platforms enable customers in research, development, and manufacturing to efficiently and compliantly access critical data and insights to make faster, smarter decisions with greater confidence.

IDBS serves thousands of users across hundreds of organizations around the globe. Our predominant customer base is Life Sciences and includes 23 of the top 25 pharmaceutical companies and more than 250 small and medium-sized pharma and BioPharma companies, CROs, CDMOs and CMOs.

 IDBS is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

Do you want to work in 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?

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.

What we’ll get you 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
• 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

This job is also eligible for bonus pay.

We offer comprehensive package of benefits including paid time off and medical insurance to employees.

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.