Digital Associate - Customer Support Axios International Consultants

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.

• 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>