Digital Associate - Customer Support (Pharma)

Location: Dubai, UAE; based in the Dubai office

Company

hirify.global operates Axios+, a digital platform supporting users and pharmaceutical program operations.

What you will do

• Act as the first point of contact for Service Desk inquiries from internal and external users.
• Analyze, categorize, assign, and resolve high-volume requests according to agreed SLAs.
• Clarify requirements, define resolution scope, and coordinate Level 2 and Level 3 support with Business and Project Management teams.
• Receive, clean, correct, and update data while identifying inconsistencies and maintaining data integrity.
• Prepare reports and analysis, support functional specifications for new features, and propose solutions for platform improvements.
• Participate in Digital team briefings, stand-ups, user demonstrations, and training activities.

Requirements

• Bachelor’s degree in Business Administration, Management, IT, or Digital.
• 3–5 years of professional experience in customer service, ideally within a digital Service Desk supporting tailored platforms.
• Experience handling and categorizing a high volume of requests.
• Experience conducting user demonstrations and training in person and virtually.
• Native-level spoken and written English.
• Strong proficiency in Microsoft Office, particularly Microsoft Excel; willingness to complete required pharmacovigilance, pharmaceutical, and product training.

Culture & Benefits

• Work in a collaborative Digital team with regular briefings and stand-ups.
• Flexibility in working hours and ability to travel are essential.
• Focus on order, quality, adaptability, communication, teamwork, and continuous improvement.
• Report to the Head of Digital with a dotted line to the Digital Consultant responsible for the Service Desk.