Helpdesk Specialist

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.