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 have a desire to be an integral part of a growing and diverse team?

We’re looking for analytical, science-oriented candidates to resolve customer application questions, problems and incidents that are impacting the solutions that our customers depend on. This role plays an important part in enabling IDBS’ customers to realize the maximum value and benefit from our software and solutions.

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:

• Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology or similar field of study

• An "always learning" mentality with the ability to implement practical solutions

• 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

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.

This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for IDBS can provide.

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

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.

If you’ve ever wondered what’s within you, there’s no better time to find out.