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

Signant Health; San Antonio; On-site; PHP 167,400 - 279,000; Full time

Benefits offered by this job

Onsite work

Rotational 24/7 shifts

Job summary

Signant Health in the Philippines is seeking a motivated Tier 1 Help Desk Agent to join our on-site Help Desk team. You will be the first point of contact for users of AI-driven Tier 0 systems in clinical trial products, providing technical assistance and troubleshooting to ensure smooth operations.

The role requires problem-solving, empathy, and clear communication, with rotating 24/7 shift timings and onsite availability.

Qualifications

• 1–2 years of help desk or IT support experience.
• Proficiency in Japanese (spoken and written) and English.
• Understanding of AI-driven support tools and how they interact with human agents.
• Strong analytical and communication skills.

Responsibilities

• Provide first-line technical support for users — clinical trial teams, researchers, patients, and others.
• Log and track support requests, ensuring timely resolution and escalation when needed.
• Troubleshoot basic hardware, software, and network issues related to trial products and systems.
• Maintain detailed records of troubleshooting efforts and resolutions.
• Communicate clearly with users and keep them updated on status.

Skills

Troubleshooting

Communication

Empathy

Documentation

Onsite support

Customer support

Team collaboration

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Signant Health in the Philippines is seeking a motivated Tier 1 Help Desk Agent to join our on-site Help Desk team. You will be the first point of contact for users of AI-driven Tier 0 systems in clinical trial products, providing technical assistance and troubleshooting to ensure smooth operations.

The role requires problem-solving, empathy, and clear communication, with rotating 24/7 shift timings and onsite availability.