AI-Driven Help Desk Agent (Tier 1) - Japanese Fluent

Signant Health; Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

Signant Health in Manila, Philippines, is seeking a motivated Tier 1 Help Desk Agent to be the first point of contact for users interacting with AI-driven Tier 0 systems in clinical trial products. You will provide technical assistance, troubleshoot issues, and ensure seamless operations for Signant Health systems.

The role requires strong problem-solving, empathy, and the ability to work in a fast-paced environment.

Qualifications

• 1–2 years of experience in a help desk or IT support role.
• Proficiency in Japanese (spoken and written) in addition to English.
• Understanding of AI-driven support tools and how they interact with human agents.
• Strong analytical skills and the ability to troubleshoot technical issues.
• Excellent interpersonal and communication skills.
• Willingness to work flexible, rotational 24/7 shift timings and onsite.
• High school diploma or equivalent required.

Responsibilities

• Provide first-line technical support for users—clinical trial teams, researchers, patients, and others—experiencing issues with Signant Health products.
• Log and track support requests, ensuring timely resolution and escalation to Tier 2 or other technical teams.
• Troubleshoot basic hardware, software, and network issues related to Signant Health products and systems.
• Assist users in navigating Signant Health products to ensure effective usage.
• Maintain detailed records of troubleshooting efforts and communications with users.
• Maintain clear updates to users on ticket status and satisfaction with outcomes.
• Collaborate with resolver groups to identify recurring issues and improvements.
• Stay current on new tools, technology, and best practices in IT support and clinical software.
• Work rotational 24/7 shift timings and onsite as required.

Skills

Help desk experience

Analytical thinking

Communication skills

Problem solving

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Signant Health in Manila, Philippines, is seeking a motivated Tier 1 Help Desk Agent to be the first point of contact for users interacting with AI-driven Tier 0 systems in clinical trial products. You will provide technical assistance, troubleshoot issues, and ensure seamless operations for Signant Health systems.

The role requires strong problem-solving, empathy, and the ability to work in a fast-paced environment.