Help Desk Agent

About the Role
We are seeking a bilingual (English/Japanese), customer-focused Tier 1 Help Desk Agent to join our global Help Desk team supporting technology-enabled clinical trial solutions. In this role, you will serve as the first point of contact for users interacting with AI-driven Tier 0 support systems, ensuring a seamless transition between automated support and live assistance.
You will provide first-line technical support to clinical trial teams, researchers, and end users, helping resolve issues efficiently while delivering an exceptional support experience in both English and Japanese.
This is an excellent opportunity for someone who enjoys problem-solving, working with emerging AI technologies, and supporting systems that directly impact global healthcare and clinical research.
Key Responsibilities
Bilingual User Support (English/Japanese): Provide first-line technical assistance to users via phone, email, and ticketing systems in both English and Japanese.<...