English (speaking) Customer Service Specialist - Remote (based in the Philippines) - Permanent

Alphanumeric; Philippines; Remote; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Internet allowance

Private health insurance

Full training and e-learning courses

Job summary

Alphanumeric is hiring a (English speaking) Customer Helpdesk Analyst (Remote based in the Philippines - permanent project) to support one of the world’s largest Pharma companies. You’ll be the first contact for clinical staff, delivering essential technical and operational support impacting patient care and global health.

This fully remote role requires flexibility for US and Canadian markets with shifts between 8 AM–8 PM EST and a training period 9 AM–6 PM CET.

Qualifications

• Fluent in English, written and spoken.
• Strong customer service and communication skills.
• Ability to multitask under pressure with attention to detail.
• Helpdesk or service desk experience is a plus; life sciences/healthcare background preferred.
• Comfortable with technology and quick to learn new systems.

Responsibilities

• Provide Level 1 support via phone, email, and ticketing for clinical systems and processes.
• Troubleshoot and resolve common issues; escalate complex cases as needed.
• Manage user accounts and access across multiple platforms.
• Ensure timely, accurate case handling and maintain high service standards.
• Serve as SME for specific clinical systems supporting vaccine-related operations.

Skills

Fluent English

Customer service

Helpdesk experience

Remote work

Healthcare knowledge

Tools

Ticketing systems

Clinical systems

Job description

Make a Difference in Healthcare and Life Sciences:
Alphanumeric is hiring a (English speaking) Customer Helpdesk Analyst (Remote based in the Philippines - permanent project) to work supporting one of the biggest Pharma companies in the world. We're seeking candidates with a passion for customer service, who are able to problem-solve with a focus on strategic thinking. In this role, you’ll be the first point of contact for clinical staff and stakeholders, providing essential technical and operational support that directly impacts patient care and global health initiatives.

Note: we can hire candidates already based in The Philippines. If you are not citizen you need to have a Permanent Residence Visa.

Why This Role Matters:

Your work will help ensure smooth clinical operations for a global pharmaceutical leader—supporting processes that ultimately improve patient outcomes worldwide.

What You’ll Do:

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes.
• Troubleshoot and resolve common issues; elevate complex cases when needed.
• Manage user accounts and access across multiple platforms.
• Ensure timely, accurate case handling and maintain high service standards.
• Act as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations.

What we’re looking for:

• 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.
• Previous helpdesk or service desk experience is a plus; life sciences or healthcare background preferred.
• Comfortable with technology and quick to learn new systems.

Job Conditions:

• Fully remote position, from wherever you want in the Philippines.
• Type of contract: permanent.
• Working hours: Flexible schedule, 40h per week. Due to the global reach of the company, flexibility to work shifts and adapt to different time zones is required, but the permanent focus is the US and Canadian markets, with coverage typically between 8 AM – 8 PM EST.
• Predicted training schedule from 9 AM – 6 PM CET.
• Start date: as soon as possible.
• Internet allowance.
• Private health insurance
• Full training provided and dozens of E-Learning courses available