[Hiring] Customer Service - Level 1 Agent (English & German - speaking) @Alphanumeric Systems

Role Description

Alphanumeric is hiring a (English & German - speaking) Customer Service - Level 1 Agent (Remote based in Portugal - 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.

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:

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners.
• Triage and convert incoming requests to determine priority, clinical risk, and required resolution path.
• Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups.
• Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates.
• Maintain a high standard of customer service (empathy, clarity, accountability, follow-through).
• Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets.
• Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications. Edit learning curriculums and send out training invites.
• Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution.
• Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests.
• Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action.
• Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.

Qualifications

• Fluent in English and German (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.
• Proficiency in ServiceNow or similar case/ticketing systems is a plus.
• Hardwired internet connection with minimum internet speeds of 15Mbps upload and 30Mbps download.
• Must have a private and quiet office space free of interruption to conduct professional calls on behalf of a client.
• Flexibility to support rotating shifts, including weekends and holidays as required.
• High level of integrity and professionalism when handling sensitive clinical information.

Requirements

• Fully remote position, from wherever you want in Portugal.
• 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 (even weekends when necessary).
• Predicted training schedule – 7 AM – 4 PM GMT.
• Start date: as soon as possible.
• Salary: 16.000 euros gross per year.
• Compensation for the expenses incurred due to teleworking of a gross fixed amount of 50 euros (per month).
• Private health insurance.
• Full training provided and dozens of E-Learning courses available.