Graduate Customer Support Analyst

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 escalated complex cases as needed. The role is based in Woking, UK, and operates within a rotating shift model from 8:00 AM to 9:00 PM GMT as part of a global follow-the-sun support team.

• Deliver responsive and professional customer support by handling inquiries across email, web, and community channels; perform initial troubleshooting, escalated 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.

• Degree (or equivalent) in biology, clinical lab science, biomedical engineering, chemistry, physics, computer science, information technology, or a similar field of study, with 0–2 years of experience in a 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.

• 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.