Help Desk Agent - Mandarin

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.

What You Will Do

Collaborate with AI-driven Tier 0 support systems to diagnose and escalate 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 escalate 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

Preferred Qualifications

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.

Desired Qualifications

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

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.

Unsolicited resumes submitted by agencies or third-party recruiters directly to hiring managers or any Signant Health employee will not be considered and will not obligate Signant Health to any fees or terms associated with the submission.

#LI-SS1