Remote Healthcare Customer Support - Level 1

Alphanumeric Systems; Philippines; Remote; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Internet allowance

Private health insurance

Training & e-learning courses

Job summary

Alphanumeric Systems in the Philippines is hiring a Customer Service - Level 1 Agent (Remote) to support a leading pharma client. You will be the first point of contact for clinical staff and stakeholders, providing essential technical and operational support that impacts patient care and global health initiatives.

Key duties include triaging requests, resolving common issues, and logging cases in ServiceNow with rigorous SLA adherence. Flexible remote role with training and internet allowance.

Qualifications

• 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.

Responsibilities

• Serve as first point of contact for phone, email, web, and chat inquiries from internal and external partners.
• Triage requests to determine priority, clinical risk, and resolution path.
• Provide direct resolution for common issues and escalate complex issues to L2/L3 teams.
• Communicate clearly in high-stress situations and manage user expectations with timely updates.
• Log cases accurately in ServiceNow with proper categorization and SLA targets.
• Provision user access to systems, create accounts, or modify permissions as needed.

Skills

English fluency

Customer service

Multitasking

Communication

Tech-savvy

Tools

ServiceNow

Job description

Alphanumeric Systems in the Philippines is hiring a Customer Service - Level 1 Agent (Remote) to support a leading pharma client. You will be the first point of contact for clinical staff and stakeholders, providing essential technical and operational support that impacts patient care and global health initiatives.

Key duties include triaging requests, resolving common issues, and logging cases in ServiceNow with rigorous SLA adherence. Flexible remote role with training and internet allowance.