Customer Service Level 1 Agent
A
Alphanumeric SystemsHealthcare / Pharma
Remote based in Portugal, Flexible schedule, must adapt to different time zonesFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English, German
- Required Skills
- Customer serviceTechnical supportServiceNow
Requirements
- Fluent in English and German (written and spoken).
- Strong communication and customer service skills.
- Ability to multitask under pressure.
- Comfortable with technology and quick to learn new systems.
- Hardwired internet connection (min 15Mbps upload/30Mbps download).
- Private and quiet office space.
- Flexibility to support rotating shifts, including weekends and holidays.
Responsibilities
- Serve as the first-point-of-contact for phone, email, web, and chat inquiries.
- Triage and convert incoming requests to determine priority, clinical risk, and resolution path.
- Provide direct resolution for common issues and escalate complex issues.
- Log all cases accurately in ServiceNow.
- Provision user requests for account access and system modifications.
- Proactively monitor cases and provide follow-up until resolution.
- Support pharma and vaccine-related systems.
- Adhere to Key Performance Indicators including SLA compliance and User Satisfaction.
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