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.

Key Accountabilities – Function
- AI‑Tier 0 Interaction: Collaborate with AI‑driven Tier 0 support systems to diagnose and streamline issue resolution, 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: Resolve 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, keeping them updated on the status of their support request and ensuring satisfaction with the outcome.
- Collaboration: Work closely with resolver groups to identify recurring issues, suggest improvements, and enhance trial operations.
- Continuous Learning: Stay updated on new tools, technology, and best practices in clinical trial management and IT support.

Knowledge, Skills & Attributes –

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