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 escalati...ge.

• Deliver responsive and professional customer support by handling inquiries across email, web, and community channels; perform initial troubleshooting, etc.
• Collaborate with cross-functional teams to resolve customer issues, contribute to the support knowledge base, 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 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.

• 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.