Customer Service Agent, Level 1

🕒 June 5

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 34%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Alphanumeric Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1979

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Alphanumeric Systems is a healthcare and life-sciences communications and services firm that provides medical and scientific communications, regulatory writing and submission support, pharmacovigilance, contact center and patient engagement services, KOL engagement, and facilities management and space optimization for pharmaceutical and biotech clients. The company delivers compliance-driven, omnichannel outreach and learning solutions with global reach to support therapy launches, patient access programs, HCP collaboration, and ongoing patient care.

📋 Description

• Serve as the first point of contact for phone, email, web, and chat inquiries from internal and external partners • Triage incoming requests by determining priority, clinical risk, and required resolution path • Resolve common issues involving account access, system navigation, basic triage, and educational support • Escalate complex issues to L2/L3 Assignment Groups • Communicate clearly in high-stress situations and provide timely status updates • Manage user expectations while maintaining empathy, clarity, accountability, and follow-through • Log cases accurately in ServiceNow with complete categorization, priority, and SLA targets • Provision account and user-access requests across multiple systems and applications • Edit learning curriculums and send training invitations • Monitor cases proactively and provide continuous follow-up until resolution • Support pharmaceutical and vaccine-related systems, including urgent temperature-excursion requests • Act as a frontline Subject Matter Expert for a medication-related clinical system • Adhere to KPIs, SLA compliance requirements, and user-satisfaction targets • Support clinical operations for a global pharmaceutical company

🎯 Requirements

• Fluent in English (written and spoken) • Strong communication and customer service skills with empathy and clarity • Ability to multitask under pressure and maintain attention to detail • Previous helpdesk or service desk experience is a plus • Life sciences or healthcare background preferred • Comfortable with technology and quick to learn new systems • Proficiency in ServiceNow or similar case/ticketing systems is a plus • Hardwired internet connection with minimum speeds of 15Mbps upload and 30Mbps download • Access through a secure private and non-public network • Private and quiet office space free of interruption for professional client calls • Flexibility to support rotating shifts, including weekends and holidays as required • High level of integrity and professionalism when handling sensitive clinical information • Must already be based in the Philippines • Non-citizens must have a Permanent Residence Visa • Availability for 40 hours per week • Flexibility to work across different time zones

🏖️ Benefits

• Internet allowance • Private health insurance • Full training provided • Dozens of E-Learning courses available • Flexible schedule • Permanent contract • Fully remote position from within the Philippines