Alphanumeric Systems

• 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

• Work closely with the Project Manager to develop detailed project plans, timelines, and deliverables. • Serve as a backup for compliance processes (e.g., Vetting & Debarment/TOV). • Maintain spreadsheets for recruitment, travel, fees, and payment reporting. • Track milestones and deliverables to ensure timely completion. • Use project management tools (Smartsheet, HubSpot, Microsoft Office, AI-based programs) to monitor progress. • Prioritize tasks across multiple therapeutic areas. • Prepare and collect necessary documentation (COI, W-9, ACH forms, contracts). • Share regular project status updates and reports with stakeholders. • Keep organized, audit-ready documentation for all project activities. • Support quarterly and annual closeout processes. • Identify potential risks and collaborate on mitigation strategies. • Communicate scope changes and their impact to relevant parties. • Assist with payment processing and uploads as needed. • Provide general administrative support to project teams.

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Assists with temperature excursion inquiries and updates • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the CRM • Identifies and triages medical information inquiries to the appropriate department • Utilizes standard content to deliver non-scripted on-label information to callers • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Performs outbound contacts to provide commercial status updates and follow-up interactions as necessary

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Contract support, liaison, and represents the face of the client • Identifies and triages medical information inquiries to the appropriate department • Utilization of standard content (ie. on-label information) • 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 • Responds to Press Releases and other company news utilizing appropriate responses • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary • Provide information on customer ordering status • Respond and complete other duties requested • Potential for rotational shifts and after-hours coverage as needed

• Est responsable des activités réglementaires CMC à l'échelle mondiale pour les projets qui lui sont confiés et s'adapte rapidement à l'évolution des événements et des priorités. • Est chargé de l'élaboration de la stratégie CMC, avec le soutien de la direction, pour les dossiers de soumission CMC destinés à soutenir les activités de gestion du cycle de vie des produits commercialisés, conformément aux normes réglementaires et scientifiques applicables. • Comprend, interprète et conseille parfois les équipes sur les réglementations, les lignes directrices, les procédures et les politiques relatives à la fabrication et au contrôle des médicaments, afin d'accélérer la soumission, l'examen et l'approbation des demandes CMC mondiales. • S'assure que tous les aspects réglementaires CMC appropriés pour la mise sur le marché des produits sont en place, afin de garantir la continuité de l'approvisionnement du marché. • S'assure que les informations soumises dans le cadre des demandes de maintenance du cycle de vie répondent aux exigences régionales, permettant une flexibilité maximale en matière d'approvisionnement, de production et de qualité, avec un minimum de questions imprévues.

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Identifies and triages medical information inquiries to the appropriate department

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/ or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Contract support, liaison, and represents the face of the client • Identifies and triages medical information inquiries to the appropriate department • Utilization of standard content (ie. on-label information) • 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 • Responds to Press Releases and other company news utilizing appropriate responses • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary • Provide information on customer ordering status • Respond and complete other duties requested • Potential for rotational shifts and after-hours coverage as needed

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes. • Troubleshoot and resolve common issues; escalate complex cases when needed. • Manage user accounts and access across multiple platforms. • Ensure timely, accurate case handling and maintain high service standards. • Act as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations.

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes. • Troubleshoot and resolve common issues; escalate complex cases when needed. • Manage user accounts and access across multiple platforms. • Ensure timely, accurate case handling and maintain high service standards. • Act as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations.

Application Support Developer Location: Remtoe United States Job Description: Application Support / Pick BASIC (UniVerse) Developer - TCS / CUBS Fully Remote Contract About the Role We are seeking a highly experienced Application Support Developer with deep, hands-on expertise in TCS (The Collector System) / CUBS (Columbia Ultimate Business Systems) within a Pick BASIC / UniVerse MultiValue environment. This role supports a mission-critical collections platform and requires someone who can independently troubleshoot, develop, and stabilize production systems with minimal ramp-up. This is not a general Pick/UniVerse role - candidates must have direct, recent experience working within TCS/CUBS environments and be comfortable owning complex production issues from day one. Key Responsibilities - Provide advanced application support for TCS / The Collector System (CUBS) in a live production environment - Diagnose and resolve complex system issues, including code-level defects and batch processing failures - Develop, modify, and maintain Pick BASIC / UniVerse programs and subroutines within TCS/CUBS - Troubleshoot non-compiling code, runtime errors, and data inconsistencies with clear root cause analysis - Maintain and enhance PROCs, scripts, and scheduled jobs supporting system workflows - Partner closely with engineering leads to debug, validate, and deploy code fixes efficiently - Operate effectively in a remote, production support environment with minimal oversight Job Requirements Required Skills & Experience (Must-Have) - Direct, hands-on experience with TCS / CUBS (Columbia Ultimate Business Systems) - Strong proficiency in Pick BASIC / UniVerse MultiValue environments - Proven ability to debug, troubleshoot, and deliver production-ready code (clean, compiling, and tested) - Experience supporting live production systems with high business impact - Strong understanding of batch processing, backend workflows, and system dependencies - Ability to clearly explain code logic, troubleshooting steps, and technical decisions Preferred Experience - Experience in collections, AR, or financial systems environments - Strong Linux/UNIX scripting and job scheduling experience - Deep experience with PROCs and MultiValue system architecture - Background supporting legacy platforms requiring stability and precision What Success Looks Like - Able to contribute immediately with minimal ramp-up - Delivers clean, functional code that compiles and runs without defects - Demonstrates strong debugging discipline and ownership of issues - Communicates technical reasoning clearly and confidently Why This Role This is a high-impact role supporting a critical system where deep platform knowledge matters. We are looking for someone who brings true TCS/CUBS expertise and can operate as a trusted technical resource from day one.