Développeur IA - Agent Intégrations - Montreal, QC

product technology; Quebec; Remote; CAD 38,000 - 52,000; Full time

Job summary

Alphanumeric Systems Inc. is seeking a remote, full-time Customer Support professional to respond to inquiries from patients and healthcare providers in English and French. The role involves navigating sites, triaging medical information, and documenting cases in the CRM across calls, chats, and emails.

Preference for candidates with pharma/biotech call center experience, Salesforce and Vonage familiarity, and ability to work in a fast-paced environment with after-hours support as needed.

Qualifications

• Fluent in English and French.

Responsibilities

• Respond to inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders.

Skills

Bilingual English/French

Customer service

Pharma/Biotech call center

Communication

Problem-solving

Adaptability

Tools

Salesforce

Vonage

CRM systems

Microsoft Office

Job description

Remote

Full-time

Key Attributes and Responsibilities:

• Responds general inbound calls, chats, and emails from patients, healthcare providers, and internal stakeholders in a professional and empathetic manner.
• Answers general inquiries from Consumers and/ or Health Care Providers.
• Navigates and provides assistance navigating sites.
• Works with various sites/content to ensure a Consumer or HCP receives prompt, complete and professional customer service.
• Assists with temperature excursion inquiries and updates (ie. temperature excursion origination).
• Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs).
• Responsible for documentation of case notes in customer relationship management system (CRM).
• Contract support, liaison and represents the face of client.
• Potential for rotational shifts and after-hours support.

Respond to FAQs and general on-label information, identify medical information inquiries and triage them to the appropriate department.

Requirements:

• Strong proficiency in English and French (mandatory to speak both languages fluently).
• Preference for individuals who have a minimum 2 years of experience supporting pharma/biotech call centers and/or experience in a medical or commercial setting.
• Prior experience with pharmaceutical products in a Pharma/Biotech call center preferred.
• Prior experience with Salesforce and Vonage is preferred.
• Previous contact center experience is an asset.
• A passion for customer service, strong telephone soft-skills and passion to excel..
• Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful, and efficient.

Required Skills/Abilities:

• Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders whether it is call, chat or email.
• Strong listening skills with a clear sense of empathy for the caller that is being assisted.
• Demonstrated ability to communicate and distinguish different types of questions relating to commercial inquiries.
• Willingness to learn to identify adverse events or product complaints and to be able to document and report them.
• Ability to handle all channels of work: calls/chats or emails.
• Demonstrated ability to problem-solve.
• Dedicated team player that has a customer service approach and is solution-oriented.
• Ability to learn and navigate new systems and technologies quickly.

Technical Skills:

• Operating systems: Windows through current version.
• Microsoft Office tools.
• PC Hardware environment: Laptops, Desktop and Printers.
• Contact center telephony, email, and chat tool - preferred.
• Knowledge in using client relationship management system - preferred.

Other Requirements:

• Ability to sit for long periods of time.
• Basic computer and hardware proficiency to set up remote workstation.
• Hardwired internet connection with minimum internet speeds of 15mbps upload and 15mbps download.
• Must have a private and quiet office space free of interruption to conduct professional calls on behalf of a client.

Please be aware we can only hire people already based in Canada with fully legal and valid documentation to work in Canada.

Please apply with your CV in English as the hiring managers are not based in Quebec. This position must master verbal and written English skills in addition to French, because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communication in English. Preference for people based in Eastern Time Zone or similar.

About Alphanumeric Systems Inc.:

Alphanumeric is a dynamic company born of a diverse mindset and held to a distinctly high standard. You may know us as a tech and communications firm established in 1979, but we also lead life science and healthcare organizations toward a more efficient future across the globe, bringing patients and providers together to build personalized relationships that fit their needs.But at our core, we are a family with a shared and passionate dedication to our customers. We treat our candidates as amazing (because they are!)