AI-Driven Help Desk Agent — Clinical Trials Support

Signant Health; Santiago; Híbrido; CLP 10.044.000 - 14.508.000; Jornada completa

Descripción de la vacante

Signant Health in Chile seeks a motivated Tier 1 Help Desk Agent to be the first contact for users of AI-driven Tier 0 systems in clinical trial products. You will provide technical assistance, troubleshoot issues, and ensure smooth operations in a fast-paced environment.

Requirements include 1–2 years of IT support experience, familiarity with AI systems, strong problem-solving, and clear documentation with effective communication to users and resolver groups.

Formación

• 1–2 years help desk or IT support experience in healthcare or clinical trials is preferred.
• Familiarity with AI-driven support tools and interaction with human agents.
• Knowledge of clinical trial processes and software tools is a plus.
• Strong problem-solving and analytical skills for troubleshooting.
• Excellent customer service and communication abilities with technical and non-technical users.
• Understanding of IT issues related to software, hardware, networking, and databases; CTMS/EDC familiarity is a plus.
• Detail-oriented with accurate logging and resolution of issues.
• Experience in regulated environments (healthcare/clinical trials) is beneficial.
• Familiarity with 21 CFR Part 11 and GxP is a plus.
• Familiarity with remote troubleshooting tools and ServiceNow.

Responsabilidades

• AI-Tier 0 interaction and issue triage with automated systems.
• Provide first-line support for Signant Health products and software tools.
• Log, track, and escalate incidents to Tier 2 as needed.
• Troubleshoot basic hardware, software, and network issues.
• Assist users in navigating Signant Health products and applications.
• Maintain detailed documentation of troubleshooting efforts and resolutions.
• Communicate status to users clearly and promptly.
• Collaborate with resolver groups to identify recurring issues.
• Stay updated on new tools and best practices in IT support.

Conocimientos

Technical Support

AI Systems

Customer Service

Problem Solving

Communication

CTMS/EDC knowledge

Remote Troubleshooting

Regulated Environment

ServiceNow

Educación

High school diploma

Degree in IT or healthcare

Herramientas

ServiceNow

CTMS

EDC

Descripción del empleo

Signant Health in Chile seeks a motivated Tier 1 Help Desk Agent to be the first contact for users of AI-driven Tier 0 systems in clinical trial products. You will provide technical assistance, troubleshoot issues, and ensure smooth operations in a fast-paced environment.

Requirements include 1–2 years of IT support experience, familiarity with AI systems, strong problem-solving, and clear documentation with effective communication to users and resolver groups.