Digital Associate - Customer Support

About the role

The Digital Associate – Customer Support ensures a seamless experience for Axios+ users by handling inquiries, troubleshooting issues, and maintaining data integrity on the platform. Acting as the primary contact for both internal and external users, the role supports continuous improvement of the service and collaborates with business and project teams.

Key responsibilities

• Serve as the first point of contact on the Service Desk, receive, analyse and categorise user requests, and ensure timely resolution according to SLAs.
• Assign Level 1 support tasks, act as a Business Analyst for Level 2 tickets, and coordinate escalations to Level 3 when needed.
• Collaborate with business and project teams to define functional specifications for new features and propose solutions.
• Manage data sets: identify inconsistencies, clean and update records, and promote best practices for data handling.
• Participate in daily stand‑ups, prepare reports for leadership, and contribute to operational improvement initiatives.

Required profile

• Bachelor’s degree in Business Administration, Management, IT or Digital.
• 3‑5 years of experience in a customer‑service or digital service‑desk environment, handling high volumes of requests.
• Completion of required pharmacovigilance, pharma and product training as stipulated by the client.
• Native‑level written and spoken English and strong communication skills.

Required skills

• Microsoft Excel
• Microsoft Office Suite