Helpdesk Specialist

TL;DR

Helpdesk Specialist: Supports clinical operations teams by handling incoming user requests, configuring systems, and troubleshooting SaaS applications. Focus on ensuring prompt, empathetic customer interactions, identifying technical problems, and suggesting improvements for company processes.

Working hours for this position are either 09:00-17:30 CET / 13:30-22:00 CET (for EMEA timezone) or 08:00–16:30 GMT-3 / 09:00–17:30 GMT-3 (for Latin America, ideally Argentina or Chile). Candidates must be available to work during these hours, regardless of their own time zone.

Company

hirify.global provides flexible e-Clinical software systems for Clinical Research Organizations (CROs) and pharmaceutical companies, making an impact on the Life Sciences industry globally.

What you will do

• Handle all incoming user requests (via e-mail, in rare cases – via phone calls) within SLA.
• Make controllable configuration changes to the system as part of providing support.
• Independently identify potential technical/technological problems.
• Redirect requests outside the scope of support service to SCRUM teams.
• Work in the internal electronic ticket (ITSM) system.
• Suggest methods to upgrade/improve company processes, procedures, and technologies.

Requirements

• More than 3 years of experience in user support and IT.
• Basic IT knowledge required for SaaS application troubleshooting and support.
• Basic Knowledge of SQL (queries and principles).
• Russian language from Upper-Intermediate.
• Upper-Intermediate or Advanced English level.
• Strong technical troubleshooting skills.
• Experience with Jira and Confluence.

Culture & Benefits

• 20 vacation days, 11 floating bank holidays, and 5 sick days (fully paid).
• Work on a socially significant project within an interesting and inspiring life sciences domain.
• Potential for growth and professional development (Customer Success Management or System Analytics).
• Remote work.
• Open door policy and low bureaucracy level.
• Valued principles of respect, transparency, proactivity, openness, and positive approach.