ID Business Solutions Ltd.

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Customer Support Analyst

Customer Support Analyst

Req No. 
Job Locations 
Customer Service/Support
Regular Full-Time

More information about this job


About IDBS

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.

Our customers around the globe trust us with their data, their business and their success and we enable them to get back to what they do best: science.


Our diverse customer list includes R&D driven international companies in pharmaceuticals, biotechnology, agricultural sciences, chemicals, consumer goods, energy, engineering, food and beverage, and healthcare.


The Role

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 offering software support and guidance to our scientific 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 sounding 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
  • Liaising with IDBS Professional Services and Account Management Teams to discuss or escalate customer problems, progress requested enhancements and understand 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


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.