RLT Customer Support Associate
Confirmed on the employer's own hiring board on Oct 24, 2026. First seen by Alion on Oct 22, 2026.
~~~This role is offered through [MSP/supplier/third party provider], who, if selected, will be your employer. If your services are retained, you will be assigned to provide services to Novartis as the end client. This is not an offer of employment with Novartis. If you are selected for this Temporary/External opportunity, you will not be an employee of Novartis and will not be eligible for any Novartis employee benefits or incentives. ~~~
Novartis touches the lives of a tenth of the world’s population. Every role here, regardless of contract type, makes an impact on human life!
Novartis US partners with external managed service provider Magnit Global to offer engaging temporary contractor opportunities like this, to those who are looking for flexibility in their career while looking to gain new skills and experiences providing services to an inclusive global medicines company. Click here to learn more about Magnit www.magnitglobal.com
Ready to work with/through Magnit at Novartis? Please read on...
RLT Customer Support Associate
Customer Support Associate
The Customer Support Associate role provides front-line, queue-based customer support through inbound and outbound phone interactions, as well as email and other digital communication channels. The role is responsible for responding to inbound customer inquiries, managing customer requests, and supporting product administration scheduling, order management, and delivery activities for Radioligand Therapies (RLT). The Associate Customer Support colleague serves as a primary point of contact for customers and Novartis NPS field associates, ensuring inquiries and requests are handled accurately, efficiently, and in accordance with established processes and compliance requirements.
Major Accountabilities
Provide customer support for product administration scheduling, order management, and delivery activities for Radioligand Therapies (RLT).
Respond to customer and Novartis NPS field associate inquiries, providing accurate and timely information and partnering with cross-functional stakeholders to resolve issues.
Manage customer inquiries and cases from initial contact through resolution, including phone and email outreach, case documentation, follow-up, and appropriate escalation.
Handle customer interactions related to product ordering, scheduling, and delivery, ensuring continuity of service and completing interactions whenever possible once initiated.
Follow established protocols for responding to customer inquiries across communication channels, including phone, chat, fax, iSMS/text, mail, and email, in a timely and professional manner.
Accurately document customer interactions, notifications, escalations, follow-up activities, and case resolution within applicable systems.
Effectively leverage internal systems and tools for case management, customer support, product ordering, and delivery coordination.
Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs), compliance guidelines, and quality requirements.
Identify and report adverse events through established Novartis systems in accordance with applicable processes.
Work scheduled hours, generally an 8.5-hour shift consisting of two paid rest breaks and an unpaid lunch break. The role may require flexible scheduling, including early mornings, later evenings, and holiday support based on business needs.
Education:
Bachelor's degree required.
Languages:
Fluent English required; additional languages desirable.
Experience:
1+ years of experience in healthcare, pharmaceuticals, biopharmaceuticals, life sciences, or a related healthcare environment required.
Experience providing customer, patient, provider, or healthcare professional support in a phone-based service environment required.
Experience in pharmaceutical or biopharmaceutical customer services, patient services, healthcare operations, or related functions preferred.
Experience supporting oncology or specialty pharmaceuticals preferred.
Salesforce experience preferred.
Experience with telephony systems, case management platforms, and product/order management systems preferred.
Ability to manage multiple priorities and consistently meet deadlines in a fast-paced environment.
Strong interpersonal, communication, and time management skills, with the ability to collaborate effectively across functions.
Detail-oriented problem solver with the ability to make sound decisions and manage customer interactions effectively under pressure.
Strong written and verbal communication skills.
Proficiency with Microsoft Excel and PowerPoint and the ability to quickly learn and navigate multiple systems.
Ability to work a flexible, staggered schedule, including early mornings and/or later evenings, weekends and holiday support based on business needs.
Leadership Competencies
Customer/patient-centric mindset
Problem solving and sound decision-making
Attention to detail and accuracy
Strong written and verbal communication
Collaboration and teamwork
Accountability and ownership
Ability to remain composed and effective in a fast-paced customer support environment
Location: East Hanover, NJ (1 day Onsite (Wednesday) & 4 days remote (Monday, Tuesday, Thursday & Friday))
Shift timings : 7.30-4pm & 8:30-5pm ET
Pay Rate: $32.14/hour - $39.28/Hour/hour W-2 Only (based on Education/Experience)
Contract: 6-month
Health, dental, vision, 401k (provided minimum eligibility hours are met)
Why Novartis:
Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?
EEO Statement:
The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.
Accommodation:
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Magnit at [email protected].