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This could be the Opportunity of Your Life
Signant Health is a integral evidence generation company. We’re helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations and reimagining the path to proof.
Where do you fit in?
As part of our team, your main responsibilities will be:
- Team Leadership: Supervise, mentor, and develop a team of Tier 1 help desk agents. Provide ongoing coaching, performance feedback, and support to ensure team members meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
- Service Delivery: Ensure the timely and efficient resolution of support requests, including troubleshooting hardware, software, and network issues. Ensure that team members are adhering to best practices in customer service and technical support.
- Escalation Management: Act as the point of escalation for complex or high-priority issues that cannot be resolved at Tier 1.



Work closely with Tier 2 and other technical teams to ensure seamless escalation and issue resolution.
- Process Improvement: Continuously evaluate and improve help desk workflows, processes, and systems to ensure optimal efficiency and customer satisfaction. Identify and implement strategies to improve the speed and quality of issue resolution.
- Training and Development: Develop and implement training programs for new help desk agents. Provide ongoing education and professional development opportunities to ensure the team stays up-to-date with evolving technologies, tools, and best practices.
- Performance Management: Monitor and assess the performance of Tier 1 help desk agents. Prepare regular performance reviews and set individual and team goals. Implement corrective actions when necessary to improve service delivery and team performance.
- Knowledge Base Management: Oversee the creation, maintenance, and optimization of the knowledge base, ensuring that documentation is accurate

Postúlate en Kit Empleo: kitempleo.cl/empleo/1doscf

📌 Help Desk Manager (Santiago)
🏢 Signant Health
📍 Santiago