Digital Associate – Customer Support

Digital Associate – Customer Support

Location: Kuala Lumpur

The Digital Associate – Customer Support is responsible for ensuring a seamless user experience for Axios+ users, managing customer inquiries, and maintaining data 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+ by identifying areas for enhancement, ensuring platform functionality aligns with business needs, and supporting data management activities to maintain system accuracy and reliability.

Duties and Responsibilities

• Serve as the first point of contact for the Service Desk, handling all incoming user queries.
• Receive, analyze, and categorize incoming requests, maintaining a high level of organization and service quality.
• Assign Level 1 Support tasks among the team of customer representatives, including handling some tasks directly.
• Act as a Business Analyst to clarify requirements and determine the most appropriate course of action for Level 2 tickets, escalating to Level 3 Support when necessary including:
• Collaborating with the Business team to fully understand requirements and context.
• Defining the scope of work, identifying the best point of contact and the most effective resolution approach.
• Working closely with the Project Management team to design and coordinate solutions.
• Delivering the solution, either directly or in collaboration with other teams.
• Support the Digital team in resolving business-critical bugs and performing core maintenance activities.

Data Management

• Receive and analyze data set, flagging inconsistencies and issues to the program team.
• Coordinate with the program teams, ensuring regular communication of status and delivery timelines.
• Clean, correct, or update data entries as needed.
• Promote best practices for data recording and delivery across teams.
• Create reports and analysis that provide insights to improve the operations.

Regular / Daily Tasks

• Participate in frequent briefings and stand-ups with the Digital team to discuss updates, opportunities, challenges, and areas for improvement.
• Assist in training Axios' teams and external partners on Axios+ functionalities
• Support the definition of functional specifications for new features, identifying potential challenges and proposing solutions
• Contribute to the preparation of reports for Axios Leadership.
• Participate in planning and strategy sessions as required.
• Project manage data migration and data entry projects.
• Additional duties as required.

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.

Competencies

• Concern for order, structure, and quality – We provide quality over quantity, every single day.
• Adaptability and flexibility – We do what needs to be done.
• Continuous improvement – We do not know everything, and we strive to improve and grow every day.
• Communication and Teamwork – We say what we will do, and we do what we said we would do. Together.
• Solution-driven – We come with solutions to our problems.

Educational Background and Experience

Required

• Bachelor's Degree level education in Business Administration, Management, IT or Digital.
• 3-5 years professional experience in customer service capacity, ideally in a digital Service Desk dedicated to tailored digital platforms.
• Proven experience in handling a high volume of requests, demonstrating capacity 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 in the full MS Office Suite, in particular Microsoft Excel.

Preferred

• Master's Degree level education.
• Experience as a business analyst.
• HubSpot experience. PowerBI experience.

Job Circumstances

• The position is based in our regional office.
• Flexibility in ability to travel as well as working hours is essential.

Please note: Your Job Description is subject to regular review and may change from time to time within reason.