Customer Service Level 1 Agent

New

AlphanumericHealthcare, Life Sciences

Remote based in the Philippines, Flexibility to work shifts and adapt to different time zones as requiredFull-TimeEntry

Salary not disclosed

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Job Details

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.
Comfortable with technology and quick to learn new systems.
Hardwired internet connection with minimum speeds of 15Mbps upload and 30Mbps download.
Access through secure private and non-public network.
Private and quiet office space free of interruption.
Flexibility to support rotating shifts, including weekends and holidays.
High level of integrity and professionalism when handling sensitive clinical information.
Previous helpdesk or service desk experience is a plus.
Life sciences or healthcare background is preferred.
Proficiency in ServiceNow or similar case/ticketing systems is a plus.

Serve as the first-point-of-contact for phone, email, web, and chat inquiries from internal and external partners.
Triage and convert incoming requests to determine priority, clinical risk, and required resolution path.
Provide direct resolution for common issues and escalate complex items to L2/L3 Assignment Groups.
Log all cases accurately in the ServiceNow ticketing system with complete categorization and SLA targets.
Provision user access to systems and applications, and manage learning curriculums.
Proactively monitor cases to ensure continuous follow-up until resolution.
Provide support for pharma and vaccine-related systems, including urgent temperature-excursion requests.
Act as a frontline subject matter expert for medication-related clinical systems.
Adhere to Key Performance Indicators including SLA compliance and user satisfaction standards.

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