Customer Support Specialist, English, German, French

🕒 May 13

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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

• Respond to commercial inbound calls, chats, and emails from patients, healthcare providers, and vendors • Provide customer support to wholesalers and distributors regarding ordering, logistics, and contracted customers • Answer general inquiries from consumers and healthcare providers • Work with third-party vendors to provide wholesale/distribution support • Navigate and assist users with commercial tools and sites • Provide prompt, complete, and professional customer service across various sites and content • Assist with temperature excursion inquiries, online-tool connections, and troubleshooting • Identify and report potential Adverse Events and Product Quality Complaints • Document case notes in the customer relationship management system • Provide contract support and represent the client • Identify and triage medical information inquiries to the appropriate department • Use standard content, FAQs, product monographs, and client-approved responses to provide non-scripted on-label information • Provide information to healthcare organizations and healthcare professionals seeking clinical-trial participation • Respond to press releases and company news using appropriate responses • Perform outbound contacts for commercial status updates and follow-up interactions • Provide information on customer ordering status • Perform other requested duties • Potentially work rotational shifts and after-hours coverage as needed

🎯 Requirements

• Fluent in English, German, and French (mandatory) • Already based in Portugal with fully legal and valid documentation to work in the country • Experience in customer service or related fields • Flexibility to complete training at different hours due to time-zone differences • Bachelor’s degree in Business, Supply Chain, or related fields preferred and/or 2–5 years of experience • Minimum of 2 years of experience supporting pharma/biotech call centers and/or experience in medical or commercial settings preferred • Prior customer-support experience, such as logistics, order-to-cash, or 3PL/distributor coordination, is an asset • Prior experience with vaccine products in a pharma/biotech call center preferred • Previous contact-center experience is an asset • Strong spoken and written English, German, and French proficiency • Experience with AWS Connect and Salesforce Health/Service Cloud preferred • Knowledge of Windows through the current version and Microsoft Office tools • Comfort with laptops, desktops, and printers • Experience with contact-center telephony, email, and chat tools preferred • Knowledge of customer relationship management systems preferred • Excellent interpersonal, listening, written, and verbal communication skills • Ability to identify and document potential Adverse Events and Product Quality Complaints • Ability to handle calls, chats, and emails • Demonstrated problem-solving ability • Ability to learn and navigate new systems and technologies quickly • Customer-service approach and solution-oriented mindset

🏖️ Benefits

• Private health insurance • Monthly internet allowance • Full training is provided • Dozens of E-Learning courses are available