Help Desk Agent - Mandarin

Signant Health; Manila; Hybrid; PHP 335,000 - 469,000; Full time

Job summary

Signant Health is seeking a motivated Tier 1 Help Desk Agent to be the first contact for users interacting with AI-driven Tier 0 systems in the context of clinical trial products. This hybrid role requires onsite work three days per week and rotation across 24/7 shifts to support global teams.

Responsibilities include initial issue diagnosis, user assistance, and ticket logging, with collaboration across teams to ensure timely resolution and smooth clinical trial operations.

Qualifications

• Proficiency in Mandarin (spoken and written) in addition to English.
• 1–2 years of help desk or IT support experience, preferably in healthcare or clinical trials.
• Strong problem-solving, analytical, and communication skills.
• Experience with AI-driven support tools and troubleshooting.
• Willingness to work rotational 24/7 shifts and onsite as required.

Responsibilities

• Provide first-line technical support for users of Signant Health products, applications, and tools.
• Troubleshoot hardware, software, and network issues affecting clinical trial products.
• Log, track, and escalate tickets to Tier 2 or other teams as needed.
• Maintain clear communication with users and document resolutions.
• Collaborate with resolver groups to identify recurring issues and improvements.
• Stay current on new tools and best practices in clinical IT support.

Skills

Mandarin language proficiency

IT support

Analytical thinking

Effective communication

Education

High school diploma or equivalent

Degree in IT/healthcare field (preferred)

Tools

ServiceNow

CTMS/EDC (familiarity)

Job description

About Signant Health

At Signant Health, we help bring life-changing treatments to patients faster. We are a global evidence generation company that supports clinical trials with smart technology, scientific expertise, and hands-on operational support — so better data leads to better decisions in healthcare. We embrace AI and advanced technologies to enhance every aspect of what we do, from data analysis to operational efficiency.

Our teams work at the intersection of science, technology, and patient experience, delivering digital solutions powered by AI innovation that make clinical trials more efficient, more accurate, and more accessible around the world. Trusted by leading pharmaceutical companies and CROs, our platforms and services support studies across more than 90 countries and have contributed to hundreds of new drug approvals.

If you are motivated by meaningful work, global impact, and innovation in clinical research and digital health — including the opportunity to work with cutting-edge AI technologies — you will find purpose and opportunity at Signant Health.

About the Role

We are seeking a motivated and customer-oriented Tier 1 Help Desk Agent to join our Help Desk team. In this role, you will be the first point of contact for users interacting with AI-driven Tier 0 systems in the context of clinical trial products. You will provide technical assistance, troubleshoot issues, and ensure seamless operations for Signant Health systems and applications.

This role requires strong problem-solving skills, empathy, and the ability to work effectively in a fast-paced, dynamic environment. Candidates must be flexible to work rotational 24/7 shift timings and must be available to work onsite.

This is a hybrid role, with three days per week working from the office.

KEY ACCOUNTABILITIES - Function

• Collaborate with AI-driven Tier 0 support systems to diagnose and elevate issues, ensuring smooth transitions between automated responses and human support
• Provide first-line technical support for users — clinical trial teams, researchers, patients, and others — experiencing issues with Signant Health-related products, applications, and software tools
• Log and track support requests, ensuring timely resolution, and elevate unresolved issues to Tier 2 or other relevant technical teams
• Troubleshoot basic hardware, software, and network issues related to clinical trial products and systems
• Assist users in navigating Signant Health products, ensuring they have the resources and support to use systems effectively
• Maintain detailed records of troubleshooting efforts, solutions provided, and user interactions, including proper documentation for recurring issues and resolutions
• Maintain clear and concise communication with users, keeping them updated on the status of their support request and ensuring satisfaction with the outcome
• Work closely with resolver groups to identify recurring issues, suggest improvements, and support the success of trial operations
• Stay current on new tools, technology, and best practices in clinical trial management and IT support
• Work rotational 24/7 shift timings and be available for onsite work as required

KNOWLEDGE, SKILLS & ATTRIBUTES

Essential:

• At least 1–2 years of experience in a help desk or IT support role, preferably in the healthcare or clinical trials sector
• Proficiency in Mandarin (spoken and written), in addition to English, required to support Mandarin-speaking users
• Understanding of AI-driven support tools and how they interact with human agents to ensure smooth user experience and issue resolution
• Strong analytical skills and the ability to think critically when troubleshooting technical issues
• Excellent interpersonal and communication skills, with the ability to interact effectively with both technical and non-technical users
• Understanding of common IT issues related to software, hardware, networking, and databases
• High attention to detail, ensuring accurate logging and resolution of issues
• Willingness and ability to work flexible, rotational 24/7 shift timings and to work onsite
• High school diploma or equivalent required

Desirable:

• Familiarity with clinical trial processes, products, and software tools
• Experience with clinical trial management systems (CTMS), electronic data capture (EDC), and other relevant clinical software
• Experience working in a regulated environment (e.g., healthcare, clinical trials)
• Knowledge of clinical trial documentation standards (e.g., 21 CFR Part 11, GxP)
• Familiarity with remote troubleshooting tools and ticketing systems (e.g., ServiceNow)
• A degree in IT, healthcare, or a related field