Respond to customer questions and product incidents by phone, email and online and process through to resolution, recording the status, further communications and outcomes via the IDBS Customer Relationship Management (CRM) system
Problem solve customer issues through a broad range of processes, methods and collaboration with other members the team ensuring customers' satisfaction. Proactively provide updates to the customer on the status
Work closely with the IDBS Engineering and Product teams to resolve software issues and defects
Collaborate with Professional Services and Account Management Teams to discuss customer problems, progress requested improvements and proactively support current customer opportunities as a customer advocate
Proactively assist our customers in understanding IDBS products, services and ongoing issues through the ongoing development of reference documentation
Contribute to the development of the team Knowledge Base and on line resources
We're looking for
A forward-thinking and enthusiast individual with the ability to implement practical solutions
Excellent problem solving skills and ability to learn quickly on the job
Able to communicate technical information and data verbally and in writing for a variety of audiences
Good interpersonal skills; ability to work both independently and in a team environment.
Able to effectively prioritize tasks including own work and requests for help
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 statistical programming
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified 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. The “EEO is the Law” poster is available here.