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Digital Associate - Customer Support (Dubai)
Axios International
Dubai, UAE
Full-time
Entry
Onsite
Discovered 3 weeks ago
Customer supportService desk operationsIncident triage and resolutionTroubleshootingBusiness analysisData management
Free
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Customer supportService desk operationsIncident triage and resolution
Role Overview
The Digital Associate - Customer Support ensures a seamless user experience for Axios+ users and maintains data integrity within the platform.
The role provides technical support, troubleshoots issues, resolves service requests, and supports platform and data improvements.
Key Skills for This Role
Customer supportService desk operationsIncident triage and resolutionTroubleshootingBusiness analysisData management
Full Job Posting
Position Purpose
The Digital Associate - Customer Support ensures a seamless user experience for Axios+ users and maintains data integrity within the platform.
The role provides technical support, troubleshoots issues, resolves service requests, and supports platform and data improvements.
Customer Success
- Serve as the first point of contact for the service desk and handle incoming user queries.
- Analyze and categorize requests and ensure timely incident resolution under agreed SLAs.
- Assign Level 1 support tasks and handle some tasks directly.
- Clarify Level 2 ticket requirements, define scope, identify contacts, and determine resolution approaches.
- Collaborate with Business and Project Management teams to design and coordinate solutions.
- Demonstrate strong communication and attention to detail when handling inquiries.
Data Management
- Receive and analyze data sets and alert program teams to inconsistencies.
- Coordinate status communication and delivery timelines with program teams.
- Clean, correct, and update data entries as needed.
- Promote data recording and delivery best practices across teams.
- Create reports and analysis that provide insights to improve operations.
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