Customer Support Specialist (ENGLISH and FRENCH) - 100% Remote - Based in India

Overview: Alphanumeric is seeking candidates with a passion for customer service (full proficiency in English and French), who are able to problem-solve with a focus on strategic thinking. The role also includes answering FAQs, general on-label information, and being able to identify potential Adverse Events (AEs) and/or potential Product Quality Complaints (PQCs)Job conditions:Type of contract: permanent - you will be an employee of Alphanumeric supporting one of the biggest pharmaceutical brands in the world.Model: 100% remote (working from home).Working shift: Monday to Friday - main market is the US, and the schedule can be between 8 am and 8 pm ESTSalary: 600.000 INR gross per year + internet allowance + private health insurance + night hours payment. Start date: as soon as possibleKey Attributes and Responsibilities:Fields inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic mannerTriages calls within a high-volume contact center for transfer to different teams within the company and client environmentAnswers general inquiries from Consumers and/ or HCPsResponsible for documentation of case notes in the customer relationship management system (CRM)Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers.Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints.Provides information to HCOs/HCPs seeking to participate in Clinical Trials.Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary.Respond and complete other duties requested.Education and/or Experience:College or University degreePreference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience medical or commercial setting.Previous contact center experience is an asset.Strong proficiency with spoken and written English & French, as well as excellent written and verbal communication skillsTechnical Skills:Familiarity with AWS Connect and Salesforce Health Cloud.Operating systems: Windows through the current version.Microsoft Office tools.PC Hardware environment: Laptops, Desktop and Printers.Contact center telephony, email, and chat tool - preferred.Knowledge in using client relationship management system - preferred. PRB