Digital Associate - Customer Support

Duties

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.
• Ensures 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 determines the most appropriate courses 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.
• Demonstrate excellent communication skills and strong attention to detail when handling user inquiries

Data Management

• Receive and analyze datas sets, alert inconsistencies to the program team.
• Coordinate with the program teams, ensuring regular communication of status and deliverys timelines.
• Clean, correct, or update data entries as needed.
• Promote best practices for data recording and deliverys across teams.
• Create reports and analysis that provides insights to improves 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 br>