Customer Service - Level 1 Agent
New
A
Alphanumeric SystemsHealthcare Pharmaceuticals
Remote based in the Philippines, Flexibility to work shifts and adapt to different time zones (including weekends/holidays); Training: 7 AM – 4 PM GMTFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Customer serviceData entryTechnical supportServiceNow
Requirements
- Fluent in English (written and spoken).
- Strong communication and customer service skills.
- Ability to multitask under pressure.
- Experience in helpdesk or service desk preferred.
- Background in life sciences or healthcare preferred.
- Proficiency in ServiceNow or similar ticketing systems preferred.
- Hardwired internet connection (min 15Mbps upload and 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 to L2/L3.
- Maintain high standard of customer service (empathy, clarity, accountability).
- Log all cases accurately in ServiceNow with complete categorization.
- Provision user requests to create, add, modify, or delete access.
- Monitor cases and ensure continuous follow-up.
- Provide support for pharma and vaccine-related systems.
- Adhere to Key Performance Indicators including SLA compliance.
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