Customer Helpdesk Analyst

Role Overview:

• You will be the first point of contact for clinical staff and stakeholders, providing essential technical and operational support.
• Your work directly impacts patient care and global health initiatives by ensuring smooth clinical operations for a pharmaceutical leader.

Responsibilities:

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes.
• Troubleshoot and resolve common issues, escalating complex cases as needed to maintain service flow.
• Manage user accounts and access across multiple platforms to ensure security and functionality.

Requirements:

• Must be fluent in English, both written and spoken, with strong communication and customer service skills.
• Ability to multitask under pressure, maintain attention to detail, and learn new systems quickly is essential.
• Previous helpdesk experience is a plus, and a background in life sciences or healthcare is preferred.

Job Conditions:

• This is a fully remote, permanent position for candidates based in the Philippines with a Permanent Residence Visa if not a citizen.
• Working hours are 40 per week on a flexible schedule, requiring adaptability for shifts focused on the US market (8 AM – 8 PM EST).
• Full training is provided, along with an internet allowance and private health insurance as part of the employment package.