IDBS
Life Sciences
GraduateCustomerSupportAnalyst
Neural analysis suggests this role is
optimal for Entry candidates.
“Graduate Customer Support Analyst at IDBS. Skills: Customer support, Scientific data management, Lab informatics. Deliver responsive and professional customer support. Handle inquiries across email, web, and community”
What You'll Achieve.
Ensure timely resolution; Customer satisfaction
Industry & Context.
Initial troubleshooting; Problem-solving skills
Rotating shift model, 8:00 AM and 9:00 PM GMT
What They're Looking For.
Must Have
Degree in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or similar field of study, 0–2 years of experience in technical or customer support field, Basic understanding of IT concepts, Willingness to develop technical skills
Nice to Have
Domain expertise in life sciences/biopharma, Familiarity in scientific data management, Familiarity in lab informatics, Familiarity in AWS-based SaaS environments, Hands-on experience delivering customer support services, Experience with Salesforce, Experience with Jira, Experience with Confluence, Experience with Splunk, Experience with AI technologies, Technical knowledge of networking, Technical knowledge of Unix/Linux systems, Technical knowledge of relational databases, Experience with scripting languages, Exposure to Quality Management frameworks, Exposure to ITIL certifications
What You'll Do.
Deliver responsive and professional customer support
Handle inquiries across email
Perform initial troubleshooting
Escalate complex issues
Provide clear updates throughout resolution
Collaborate with cross-functional teams to resolve customer issues
Contribute to the support knowledge base by documenting
Engage in training and mentoring
Identify process enhancement opportunities
Support adoption of tools and technologies
How You'll Work.
Team & Collaboration
Cross-functional teams; Global follow-the-sun support model
Communication Scope
Provide clear updates
Process & Methodology
ITIL-based processes
Full Job Description
**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](https://danaher.com/our-businesses) 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](https://www.techtarget.com/pharmalifesciences/feature/Exploring-the-top-20-biopharma-companies-Q1-2024-market-cap-growths), 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](https://www.danaher.com/how-we-work/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 b
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