Customer Support Analyst

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 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, 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 which makes everything possible. The Customer Support Analyst is responsible for responding to and resolving customer questions and problems by phone, email, and chat channels. This position reports to the Regional Operations Manager and is part of the customer support team located in Bangalore, India. This is an onsite position with opportunities to collaborate with the global customer support team. 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. Show more Show less