About IDBS
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, 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.
The Role
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 elevate 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, escalation of 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.
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