Customer Service - Level 1 Agent (English & French Speaking) - Remote

Overview

Alphanumeric is hiring a Customer Service - Level 1 Agent (English & French speaking) to work supporting one of the biggest Pharma companies in the world. This role is fully remote and focuses on providing essential technical and operational support that directly impacts patient care and global health initiatives.

In Short

• Serve as the first-point-of-contact for inquiries from internal and external partners.
• Triage and convert incoming requests to determine priority and required resolution path.
• Provide direct resolution for common issues and escalate complex issues.
• Maintain a high standard of customer service.
• Log all cases accurately in a ticketing system.
• Provision user requests for account management.
• Monitor cases and ensure continuous follow-up until resolution.
• Act as a frontline Subject Matter Expert for medication-related clinical systems.
• Adhere to established Key Performance Indicators.
• Work flexible hours, including weekends and holidays.

Requirements

• Fluent in English and French (written and spoken).
• Strong communication and customer service skills.
• Ability to multitask under pressure.
• Previous helpdesk or service desk experience preferred.
• Comfortable with technology and quick to learn new systems.
• Proficiency in ServiceNow or similar systems is a plus.
• High-speed internet connection required.
• Private and quiet office space for professional calls.
• Flexibility to support rotating shifts.
• High level of integrity and professionalism.

Benefits

• Fully remote position.
• Permanent contract.
• Flexible working hours, 40 hours per week.
• Internet allowance.
• Private health insurance.
• Full training provided.
• Access to E-Learning courses.