Digital Associate - Customer Support (Pharma)

TL;DR

Digital Associate - Customer Support (Pharma): Managing user experience and technical support for the Axios+ platform with an accent on service desk operations, data integrity, and SLA compliance. Focus on resolving complex L2 technical tickets, coordinating with project teams, and maintaining high-quality pharma-related data sets.

Location: Based in the Dubai office

Company

hirify.global provides business support services, specializing in digital platforms and pharmacovigilance for the pharmaceutical industry.

What you will do

• Act as the primary point of contact for the Service Desk, handling and categorizing all incoming user queries.
• Ensure timely resolution of incidents according to SLAs and assign L1 support tasks.
• Perform business analysis for L2 tickets to clarify requirements and design solutions in coordination with project management.
• Manage data sets, identify inconsistencies, and perform cleaning and updates to ensure system accuracy.
• Create operational reports and analysis to provide insights for leadership.
• Contribute to the definition of functional specifications for new platform features.

Requirements

• Bachelor’s Degree in Business Administration, Management, IT, or Digital.
• 3-5 years of professional experience in customer service, preferably within a digital Service Desk for tailored platforms.
• Native-level proficiency in spoken and written English.
• Strong competency in MS Office, particularly Microsoft Excel.
• Proven ability to handle high volumes of requests and conduct user training and demos.
• Must be based in Dubai, UAE.

Culture & Benefits

• Full-time employment (FTE) with a standard Monday to Friday work schedule.
• Professional environment involving coordination with regional and global staff.
• Opportunity to work with specialized digital platforms in the pharmaceutical sector.
• Flexibility regarding working hours and travel.