Alphanumeric Systems

Customer Service Agent, English & Japanese

Alphanumeric Systems

contract

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

ServiceNow

About the role

  • 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

Requirements

  • Fluent in English and Japanese (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
Benefits
  • Internet allowance
  • Private health insurance
  • Full training provided
  • Dozens of E-Learning courses available
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticketing systemsServiceNowcase managementuser access provisioningsystem navigationtriagetemperature excursion managementlearning curriculum editing
Soft Skills
communicationcustomer serviceempathyclarityattention to detailmultitaskingaccountabilityfollow-through