System Support Analyst

Location: Taguig City, Philippines; hybrid setup

Company

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

What you will do

• Communicate with end users to clarify requirements and provide comprehensive customer and technical support.
• Resolve reported issues using available reference materials, or escalate them to the appropriate contact.
• Work within service level agreements and follow documented escalation and handoff procedures.
• Monitor open call and ticket queues, identify trending problems with the supervisor, and help develop solutions.
• Create accurate, thorough, and timely call and email logs in the customer database.
• Support customer satisfaction and promptly notify management about potentially dissatisfied customers.

Requirements

• Registered nurse or registered pharmacist qualification required.
• At least two years of call center and clinical experience.
• Strong spoken and written English required.
• Clinical experience and knowledge of medical terminology required, including laboratory terms such as CBC, hematology, and creatinine.
• Good critical thinking, logical reasoning, multitasking, and understanding of performance indicators and work quality.
• Availability for shifting schedules, holidays, Saturdays, and Sundays, as well as hybrid work.

Culture & Benefits

• Work in a healthcare intelligence and clinical research environment.
• Follow structured procedures, service-level agreements, and escalation standards.
• Work in a hybrid setup with shifting schedules.
• Support customers across changing priorities and fluctuating workloads.