Digital Associate - Customer Support (Dubai)

Position Purpose

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.
• Ensure 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 determine the most appropriate course 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 data sets, alert inconsistencies to the program team.
• Coordinate with the program teams, ensuring regular communication of status and delivery timelines.
• Clean, correct, or update data entries as needed.
• Promote best practices for data recording and delivery across teams.
• Create reports and analysis that provide insights to improve operations.

*Regular And 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.

Educational Background And Experience

• *Required*
• Bachelor’s Degree level education in Business Administration, Management, IT or Digital.
• 3-5 years professional experience in customer service capacity, ideally in a digital Service Desk dedicated to tailored digital platforms.
• Proven experience in handling a high volume of requests, demonstrating capacity to manage and categorize traffic.
• Experience in conducting user demos and trainings (in person and virtual).
• Native level command of both spoken and written English.
• Strong competency in the full MS Office Suite, particularly Microsoft Excel.

Job Circumstances