AI-Driven Tier 1 Help Desk Agent – 24/7 Onsite

Signant Health; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

Signant Health in the 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.

The role requires strong problem-solving, empathy, and the ability to work in a fast-paced, 24/7 rotating shift model; onsite work is required.

Candidates should have 1–2 years in a help desk, proficient in Japanese and English, and familiarity with CTMS/EDC and ticketing tools such as ServiceNow.

Qualifications

• 1–2 years in a help desk or IT support role (healthcare/clinical trials preferred)
• Proficiency in Japanese and English required
• Experience with AI-driven support tools and ticketing systems
• Strong analytical and problem-solving abilities
• Excellent interpersonal and communication skills
• Familiarity with CTMS/EDC and clinical software
• Willingness to work rotational 24/7 shifts and onsite
• Knowledge of IT hardware, software, networking, and databases

Responsibilities

• Provide first-line technical support for Signant Health products, applications, and tools
• Log, track, and manage support requests; escalate to Tier 2 as needed
• Troubleshoot hardware, software, and network issues related to clinical trial systems
• Assist users in navigating Signant Health products and resources
• Maintain detailed records of troubleshooting steps and resolutions
• Communicate clearly with users and keep them updated on progress
• Collaborate with resolver groups to identify recurring issues and improvements
• Stay current on tools, tech, and best practices in IT support
• Work rotational 24/7 shifts and onsite as required

Skills

Help desk experience

Japanese language

English language

Analytical thinking

Customer communication

IT troubleshooting

CTMS familiarity

Education

High school diploma or equivalent

Degree in IT/healthcare or related field

Tools

ServiceNow

Job description

Signant Health in the 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.

The role requires strong problem-solving, empathy, and the ability to work in a fast-paced, 24/7 rotating shift model; onsite work is required.

Candidates should have 1–2 years in a help desk, proficient in Japanese and English, and familiarity with CTMS/EDC and ticketing tools such as ServiceNow.