Tech/Systems Support Analyst

Location: Taguig City, Philippines; hybrid setup required

Company

hirify.global provides clinical research services, commercial insights, and healthcare intelligence for the life sciences and healthcare industries.

What you will do

• Resolve customer and technical support requests by telephone and email within agreed service levels.
• Troubleshoot reported issues, resolve them where possible, or escalate them to the next support level.
• Handle Level 1 escalations, including medical emergency situations and dissatisfied-customer cases.
• Create accurate, thorough, and timely call and email logs; update customer profile information.
• Monitor open call and ticket queues, conduct follow-ups, and identify recurring problems with the Team Lead.
• Support the mentoring of Level I Analysts and assume supervisory responsibilities when the HD Supervisor is absent.

Requirements

• College graduate with a minimum four-year course, or equivalent work experience.
• 12–18 months of Level I Help Desk or technical support experience preferred.
• Call center or sales experience and strong customer service skills.
• Excellent verbal and written communication, problem-solving, organizational, and judgment skills.
• Working knowledge of Microsoft Office Suite, Windows operating systems, and internet applications.
• Willingness to work changing shift schedules and in a hybrid setup in Taguig City, Philippines.

Culture & Benefits

• Work follows defined service levels, escalation procedures, shift schedules, and support processes.
• Collaboration with Team Leads, Help Desk Analysts, management, and client support resources.
• Opportunities to contribute to support-related special projects and process improvements.