Digital Associate - Customer Support

Digital Associate – Customer Support

Location: Dubai - UAE

Position Purpose

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

Customer Success

• 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.
• Ensure timely resolution of incidents in accordance with agreed 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 and determine the most appropriate course of action for Level 2 tickets, escalating to Level 3 Support when necessary.
• 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.
• Demonstrate excellent communication skills and strong attention to detail when handling user inquiries.

Data Management

• Receive and analyze data sets, alert inconsistencies 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 operations.

Regular / Daily Tasks

• Participate in frequent briefings and stand-ups with the Digital team to discuss updates, opportunities, challenges, and areas for improvement.
• Support the definition of functional specifications for new features, identifying potential challenges and proposing solutions.
• Contribute to the preparation of reports for Axios 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 the Head of Digital with a dotted line to a Digital Consultant in charge of the Service Desk.
• Project Team Leaders including Axios regional and global staff.
• Global need for excellent 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, 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, particularly Microsoft Excel.

Job Circumstances

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