Digital Associate - Customer Support

Position:
DigitalAssociate– Customer Support

Location:
Dubai - UAE

Position Purpose

The DigitalAssociate – Customer Supportis responsible forensuring a seamless user experience for Axios+ users, managing customer inquiries, andmaintainingdata integrity within the platform. The role holder will act as the primary point of contact for internal and external users, providing technical support, troubleshooting issues, and ensuring efficient resolution of service requests.

Additionally, the role holder will contribute to the continuous improvement of Axios+ byidentifyingareas for enhancement, ensuring platform functionality aligns with business needs, and supporting data management activities tomaintainsystem accuracy and reliability.

Duties and Responsibilities

Customer Success

• Serve as the first point of contact for the Service Desk, handling all incoming user queries.

• Receive,analyze, and categorize incoming requests,maintaininga high levelof organization and service quality.

• Ensuretimelyresolution of incidentsin accordance withagreed SLAs.

• Assign Level 1 Support tasks among the team of customer representatives, including handling some tasks directly.

• Act as a Business Analyst to clarify requirements anddeterminethe mostappropriate courseof action for Level 2 tickets, escalating to Level 3 Support whennecessary,including:

• Collaboratingwith the Business team to fully understand requirements and context.

• Definingthe scope of work,identifyingthe best point of contact and the most effective resolution approach.
• Workingclosely with the Project Management team to design and coordinate solutions.

• Demonstrate excellent communication skills and strong attention to detail when handling user inquiries

Data Management

• Receive and analyze datasets, alertinconsistencies to the program team.

• Coordinate with the program teams, ensuring regular communication of status and deliverytimelines.

• Clean, correct, or update data entriesas needed.

• Promote bestpracticesfordata recording and deliveryacross teams.

• Create reports and analysis thatprovideinsights toimproveoperations.

Regular / Daily Tasks

• Participate infrequentbriefingsand stand-upswith the Digital team to discuss updates, opportunities, challenges, andareas forimprovement.

• Support the definition offunctional specificationsfor new features,identifyingpotential challenges and proposing solutions
• Contribute to the preparation of reportsforAxios Leadership.

Mandatory Requirements

• Attending and completing Pharmacovigilance, Pharma and Product Training provided by the Client with a clear understanding of how to collect and report safety data. (as required)

• Reporting any adverse events/product complaints as per client’s requirements and/or Axios SOPPs.

Relationships

• Report to theHead of Digitalwith a dotted line to a Digital Consultant in charge of the Service Desk

• Project Team Leaders including Axios regional and global staff.

• Globalneed forexcellent communication skills.

Competencies

• Concern for order, structure, and quality

• Adaptability and flexibility

• Continuous improvement

• Communication and Teamwork
  

Educational Background and Experience

Required

• Bachelor’s Degree level education in Business Administration, Management,ITor Digital.

• 3-5years professional experience incustomer service capacity, ideally in a digital Service Desk dedicated to tailored digital platforms.

• Proven experience in handling a high volume of requests,demonstratingcapacity to manage and categorize traffic.

• Experience in conducting user demos and trainings (in person and virtual).

• Native level command of both spoken and written English.
• Strong competency inthefull MS Office Suite,particularlyMicrosoft Excel.
  

Job Circumstances

The position is based in our Dubai office.

• Flexibility in ability to travel as well as working hours is essential.