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Customer Support Analyst in Guildford, United Kingdom at IDBS

Date Posted: 5/15/2019

Job Snapshot

Job Description

Job ID: IDB000078

About Us

IDBS is a leading global provider of advanced software for research and development (R&D) organizations to securely capture, manage, share and exploit structured and unstructured data.

We create cloud-based solutions that are designed to meet the challenges faced by organizations, and their scientists, in scientific data management and lab informatics. We enable our customers around the world to get back to what they do best: science.

Our purpose is to provide the best cloud-based research and development (R&D) technology and solutions to the world’s most forward-thinking companies, helping them solve global challenges.


If you are passionate about helping customers be successful and love all things technology or science related, you could be just who we are looking for to join our Customer Support Team in Guildford, UK offering software support and guidance to our scientific R&D customers across the globe.
As a Customer Support Analyst your core focus will be to maximise our customers’ satisfaction in relation to IDBS products. You will achieve this by becoming an expert in the use and deployment of our software products; practically troubleshooting and analysing problems, constantly learning and developing your skills, working in a highly collaborative environment and pro-actively supporting a portfolio of high-profile customers.
You will demonstrate outstanding communication skills; listening attentively and providing clear and concise verbal and written communication to our customers, tailoring your style as appropriate. You must have a passion to make a difference and actively support some of the largest R&D organisations in the world.
So are you interested so far? Let’s tell you more about the role of a Customer Support Analyst at IDBS:

- Respond to customer queries, problems and incidents via phone, email and online channels and process through to resolution, recording the status, further communications and outcomes via the IDBS Customer Relationship Management (CRM) system
- Troubleshooting and problem-solving customer issues through a broad range of processes, methods and collaboration with other members of the Customer Support Team and wider IDBS Team with the objective to provide an effective and timely resolution and ensuring this is correctly communicated to the customers’ satisfaction
- Pro-actively provide regular updates to customers on outstanding problems, to effectively manage and look for opportunities to exceed their expectations
- Tracking open problems and communicating progress regularly to key customer and product stakeholders within IDBS as required to seek wider input, support and feedback in resolving and supporting a positive and timely customer resolution
- Working closely with the IDBS Development and Product Feature Teams to manage software defects and enhancements on behalf of the customer
- Liaising with IDBS Professional Services and Account Management Teams to discuss or escalate customer problems, progress requested enhancements and pro-actively support current customer opportunities
- Recognise priority customer issues that require escalation to the Head of Customer Support, to ensure all problems are resolved as quickly and efficiently as possible
- Pro-actively assist our customers in understanding IDBS products, services and ongoing issues through the ongoing development of reference documentation
- Contribute to the development of the Customer Support KnowledgeBase and continuous improvement agenda with the focus on always advancing the service provided to customers

Job Requirements


You'll need sound technical skills, perhaps including familiarity with Oracle, Linux, and HTML, the ability to run queries, read Java and experience in supporting multi-tier applications. And if you don't have these skills just yet, then you'll be interested in learning them!

This role may suit individuals who have previously been Support Technicians, IT Technicians, Support Engineers, Helpdesk Analysts or Desktop Support, or those who have just finished an undergraduate degree or apprenticeship.

Diversity & Inclusion

At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.