[Hiring] Customer Helpdesk Analyst @Alphanumeric Systems

Role Description

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 a citizen, you need to have a Permanent Residence Visa.

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

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes.
• Troubleshoot and resolve common issues; escalate 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.

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.
• Comfortable with technology and quick to learn new systems.

Requirements

• Fully remote position, from wherever you want in the Philippines.
• Type of contract: permanent.
• Working hours: Flexible schedule, 40h per week.
• 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.

Benefits

• Internet allowance.
• Private health insurance.
• Full training provided and dozens of E-Learning courses available.