Digital Associate - Customer Support

{
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  "source_hash": "19d5073a173e783e2b6fdd0182aa03b5a1bc7eef09a2c3f41c30f59771f83c1d",
  "last_changed_at": "2026-05-30T06:07:25.866Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Dubai, UAE, N/A, United Arab Emirates",
    "city": "Dubai",
    "region": "UAE",
    "country": null,
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T10:19:25.084Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Dubai, UAE, N/A, United Arab Emirates",
      "city": "Dubai",
      "region": "UAE",
      "country": null,
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": []
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": null,
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "470",
    "isRemote": null,
    "location": {
      "city": "Dubai",
      "state": "UAE"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "19668",
    "locationType": "0",
    "jobOpeningName": "Digital Associate - Customer Support",
    "departmentLabel": "Business Support Services",
    "employmentStatusLabel": "FTE (Mon-Fri)"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Dubai",
      "state": "UAE",
      "postalCode": "N/A",
      "addressCountry": "United Arab Emirates"
    },
    "datePosted": "2026-04-17",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"font-weight: bold\"><span><span>Position:</span></span></span><br><span style=\"font-weight: bold\"><span><span>Digital<span> </span></span><span>Associate</span><span><span> </span></span><span>– Customer Support</span></span></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Location:</span></span></span><br><span style=\"font-weight: bold\"><span><span>Dubai - UAE</span></span></span><span> </span></p>\n<p><span><br></span><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Position Purpose</span></span></span><span><br></span><span> </span></p>\n<p><span><span>The Digital</span><span><span> </span>Associate – Customer Support<span> </span></span><span>is responsible for</span><span><span> </span>ensuring a seamless user experience for Axios+ users, managing customer inquiries, and<span> </span></span><span>maintaining</span><span><span> </span>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.</span></span><span> </span></p>\n<p><span> </span></p>\n<p><span><span>Additionally, the role holder will contribute to the continuous improvement of Axios+ by<span> </span></span><span>identifying</span><span><span> </span>areas for enhancement, ensuring platform functionality aligns with business needs, and supporting data management activities to<span> </span></span><span>maintain</span><span><span> </span>system accuracy and reliability.</span></span><span> </span></p>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Duties and Responsibilities</span></span></span><span><br></span><span> </span></p>\n<p><em><span> </span><span><span>Customer Success</span></span><span> </span></em></p>\n<ul>\n<li><span><span>Serve as the first point of contact for the Service Desk, handling all incoming user queries.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Receive,<span> </span></span><span>analyze</span><span>, and categorize incoming requests,<span> </span></span><span>maintaining</span><span><span> </span></span><span>a high level</span><span><span> </span>of organization and service quality.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Ensure<span> </span></span><span>timely</span><span><span> </span>resolution of incidents<span> </span></span><span>in accordance with</span><span><span> </span>agreed SLAs.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Assign Level 1 Support tasks among the team of customer representatives, including handling some tasks directly.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Act as a Business Analyst to clarify requirements and<span> </span></span><span>determine</span><span><span> </span>the most<span> </span></span><span>appropriate course</span><span><span> </span>of action for Level 2 tickets, escalating to Level 3 Support when<span> </span></span><span>necessary,</span><span><span> </span>including</span><span>:</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Collaborat</span><span>ing</span><span><span> </span>with the Business team to fully understand requirements and context.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Defin</span><span>ing</span><span><span> </span>the scope of work,<span> </span></span><span>identifying</span><span><span> </span>the best point of contact and the most effective resolution approach.</span></span><span> </span></li>\n<li><span><span>Work</span><span>ing</span><span><span> </span>closely with the Project Management team to design and coordinate solutions.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Demonstrate excellent communication skills and strong attention to detail when handling user inquiries</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><em><span><span>Data Management</span></span><span> </span></em></p>\n<ul>\n<li><span><span>Receive and analyze data</span><span><span> </span>set</span><span>s</span><span>, alert<span> </span></span><span>inconsistencies</span><span> to the program team</span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Coordinate with the program teams, ensuring regular communication of status and delivery</span><span><span> </span></span><span>timelines</span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Clean, correct, or update data entries<span> </span></span><span>as ne</span><span>e</span><span>ded</span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Promote best<span> </span></span><span>practices<span> </span></span><span>for<span> </span></span><span>data recording and delivery</span><span><span> </span>across teams</span><span>.</span><span> </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Create reports and analysis that<span> </span></span><span>provide<span> </span></span><span>insights to<span> </span></span><span>improve<span> </span></span><span>operations</span><span>.</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><em><span><span>Regular / Daily T</span><span>asks</span></span><span> </span></em></p>\n<ul>\n<li><span><span>Participate in<span> </span></span><span>frequent</span><span><span> </span>briefings</span><span><span> </span>and stand-ups</span><span><span> </span>with the Digital team to discuss updates, opportunities, challenges, and</span><span><span> </span>areas for</span><span><span> </span>improvement</span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Support the definition of<span> </span></span></span><span style=\"font-weight: bold\"><span><span>functional specifications</span></span></span><span><span><span> </span>for new features,<span> </span></span><span>identifying</span><span><span> </span>potential challenges and proposing solutions</span></span><span> </span></li>\n<li><span><span>Contribute to the preparation of reports<span> </span></span><span>for</span><span><span> </span>Axios Leadership</span><span>.</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Mandatory Requirements</span></span></span><span> </span></p>\n<ul>\n<li><span><span>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)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Reporting any adverse events/product complaints as per client’s requirements and/or Axios SOPPs.</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Relationships</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Report to the<span> </span></span><span>Head of Digital</span><span><span> </span></span><span>with a dotted line to a Digital Consultant in charge of the Service Desk</span></span><span> </span></li>\n</ul>\n<ul></ul>\n<ul>\n<li><span><span>Project Team Leaders including Axios regional and global staff</span></span><span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Global<span> </span></span><span>need for</span><span><span> </span>excellent communication skills.</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Competencies</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Concern for order, structure, and quality</span></span></li>\n</ul>\n<ul>\n<li><span><span>Adaptability and flexibility</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Continuous improvement </span></span></li>\n</ul>\n<ul>\n<li><span><span>Communication and Teamwork </span></span><br></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Educational Background and Experience</span></span></span><span> </span></p>\n<p><em><span><span>Required</span></span><span> </span></em></p>\n<ul>\n<li><span><span>Bachelor’s Degree level education in Business Administration, Management,<span> </span></span><span>IT<span> </span></span><span>or Digital</span></span><span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>3-5</span><span><span> </span>years professional experience </span><span>in<span> </span></span><span>customer service capacity, ideally in a digital Service Desk dedicated to tailored digital platforms</span></span><span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Proven experience in handling a high volume of requests,<span> </span></span><span>demonstrating</span><span><span> </span>capacity to manage and categorize traffic</span></span><span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Experience in conducting user demos and trainings (in person and virtual)</span></span><span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Native level command of both spoken and written English</span></span><span><span>.</span></span><span> </span></li>\n<li><span><span>Strong competency in<span> </span></span><span>the</span><span><span> </span>full MS Office Suite</span><span>,<span> </span></span><span>particularly</span><span><span> </span>Microsoft Excel</span></span><span><span>.</span></span><span> </span><br></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Job Circumstances</span></span></span><span> </span></p>\n<p><span> </span><span style=\"font-size: 12pt\"><span>The position is based in our </span><span>Dubai </span><span>office</span></span><span style=\"font-size: 12pt\"><span>.</span></span><span style=\"font-size: 12pt\"> </span></p>\n<ul>\n<li><span><span>Flexibility in ability to travel as well as working hours is essential</span></span><span><span>.</span></span><span> </span></li>\n</ul>",
    "compensation": null,
    "departmentId": "19668",
    "locationType": "0",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Digital Associate - Customer Support",
    "departmentLabel": "Business Support Services",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://axiosint.bamboohr.com/careers/470",
    "employmentStatusLabel": "FTE (Mon-Fri)"
  }
}