Customer Support Specialist, English, German

🕒 May 14

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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 • Assist users with commercial tools, 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 act as liaison and client representative • Identify and triage medical information inquiries to the appropriate department • Use client-approved standard content, FAQs, product monographs, and on-label information • Complete intake and reporting of potential Adverse Events and Product Quality Complaints • Provide information to healthcare organizations and providers 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 customer ordering status information • Perform other requested duties • Potentially cover rotational shifts and after-hours support

🎯 Requirements

• Fluent in English and German; German is mandatory • Must already be based in Portugal with fully legal and valid documentation to work there • Experience in Customer Service or related fields • Flexibility to complete training at different hours due to time zone differences • 2–5 years of experience is an alternative to the preferred bachelor's degree • Minimum 2 years of experience supporting pharma/biotech call centers and/or medical or commercial settings preferred • Prior customer support experience in logistics, order-to-cash, or 3PL/distributor coordination is an asset • Prior vaccine-product experience in a pharma/biotech call center is preferred • Previous contact center experience is an asset • Strong spoken and written English and German proficiency • Experience with AWS Connect and Salesforce Health/Service Cloud is preferred • Knowledge of Windows and Microsoft Office • Comfort with laptops, desktops, and printers • Experience with contact center telephony, email, and chat tools is preferred • Knowledge of customer relationship management systems is preferred • Excellent interpersonal, listening, written, and verbal communication skills • Ability to identify and document adverse events and product complaints • Ability to handle calls, chats, and emails • Demonstrated problem-solving ability • Ability to learn and navigate new systems and technologies quickly

🏖️ Benefits

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