Make a Difference in Healthcare and Life Sciences:

Alphanumeric is hiring a (English speaking) Customer Service - Level 1 Agent (Remote based in the Philippines - permanent project) to work supporting one of the biggest Pharma companies in the world. We're seeking candidates with a passion for customer service, who are able to problem-solve with a focus on strategic thinking. In this role, you’ll be the first point of contact for clinical staff and stakeholders, providing essential technical and operational support that directly impacts patient care and global health initiatives.

Note: we can hire candidates already based in The Philippines. If you are not a citizen you need to have a Permanent Residence Visa.

Why This Role Matters:

Your work will help ensure smooth clinical operations for a global pharmaceutical leader—supporting processes that ultimately improve patient outcomes worldwide.

What You’ll Do:

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners.
• Triage and convert incoming requests to determine priority, clinical risk, and required resolution path.
• Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups.
• Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates.
• Maintain a high standard of customer service (empathy, clarity, accountability, follow-through).
• Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets.
• Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications. Edit learning curriculums and send out training invites.
• Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution.
• Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests.
• Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action.
• Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.