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 SH systems and applications. This role requires strong problem-solving skills, empathy, and the ability to work effectively in a fast-paced, dynamic environment.
What You Will Do
- AI-Tier 0 Interaction: Collaborate with AI-driven Tier 0 support systems to diagnose and escalate issues, ensuring smooth transitions between automated responses and human support.
- Technical Support: Provide first-line support for users (clinical trial teams, researchers, patients, etc.) experiencing issues with SH-related products, applications, and software tools.
- Incident Management: Log and track support requests, ensuring timely resolution. Escalate unresolved issues to Tier 2 or other relevant technical teams.
- Troubleshooting: Troubleshoot basic hardware, software, and network issues related to clinical trial products and systems.
- User Assistance: Assist users in navigating SH products, ensuring they have the resources and support to use systems effectively.
- Documentation: Maintain detailed records of troubleshooting efforts, solutions provided, and user interactions. Ensure proper documentation is kept for recurring issues and resolutions.
- Communication: Maintain clear and concise communication with users, ensuring they are updated on the status of their support request and are satisfied with the outcome.
- Collaboration: Work closely with the resolver groups to identify recurring issues, suggest improvements, and ensure the success of trial operations.
- Continuous Learning: Stay updated on new tools, technology, and best practices in clinical trial management and IT support.
Preferred Qualifications
- Technical Support Experience: At least 1-2 years of experience in a help desk or IT support role, preferably in the healthcare or clinical trials sector.
- Language Skills: Proficiency in spoken and written Chinese Mandarin and English is required to support our global user base.
- Familiarity with AI Systems: Understanding of AI-driven support tools and how they interact with human agents to ensure smooth user experience and issue resolution.
- Clinical Trial Knowledge: Familiarity with clinical trial processes, products, and software tools is a plus.
- Problem-Solving Skills: Strong analytical skills and the ability to think critically when troubleshooting technical issues.
- Customer Service: Excellent interpersonal and communication skills, with the ability to interact effectively with both technical and non-technical users.
- Technical Knowledge: Understanding of common IT issues related to software, hardware, networking, and databases. Experience with clinical trial management systems (CTMS), electronic data capture (EDC), and other relevant clinical software is a plus.
- Detail-Oriented: High attention to detail, ensuring accurate logging and resolution of issues.
Desired Qualifications
- 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).
Education:
- High school diploma or equivalent required. A degree in IT, healthcare, or a related field is a plus.
Why Signant Health
At Signant Health, your work has real impact. Everything we build, support, and deliver helps advance clinical research and bring new treatments to patients faster improving lives around the world. Our teams combine science, technology, and operational expertise to solve complex clinical trial challenges, and every role contributes to that mission.
We offer a collaborative, global environment where you can grow your career while working alongside experts across clinical, technology, data, and operations, with opportunities to learn, take ownership, and drive meaningful innovation not just maintain the status quo.
If you are looking for purpose-driven work, smart colleagues, and the opportunity to help shape the future of clinical research and digital health, Signant Health is the place to do it.
At Signant Health, accepting difference isn't enoughwe celebrate it, we support it, and we nurture it for the benefit of our team members, our clients and our community. Signant Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.
