Job Description

Position: Digital Specialist - Customer Success and Data Management

Position Purpose

Axios International has developed Axios+, an entire digital ecosystem called Axios+, comprised of multiple web and mobile platforms. The platforms are designed for internal and external customers.

Axios\' strategy for the next three years aims to:

• Digitalize core operations through Axios+
• Strengthen quality and structure around its programs.
• Offer innovative technologies to patients and stakeholders.

The role of the Digital Specialist is to support Axios\' digital operations and activities by ensuring the continuous functional development of Axios+, focusing on creating a 1st-class customer experience and supporting with the maintenance of the data. The jobholder will become the face of Axios internal and external customer management function. If you are a successful Customer Management specialist with experience is overseeing a Service Desk, we want to talk to you!

Duties and Responsibilities

Customer Success * Be the first point of contact for the Service Desk function, which concentrates all incoming user queries.

• Receive, analyze, and categorize all incoming request, maintaining a high level of organization and quality.
• Distribute Level 1 Support tasks among the team of customer representatives, including self.
• Play the role of Business Analyst to clarify requirement and find the most appropriate course of action for Level 2 types of tickets, escalating to Level 3 Support when required.
• Discover the requirements with the Business team to fully understand the context.
• Define the scope of work and identify the best point of contact and route(s) to a solution.
• Design in collaboration with the Project Management stream of work
• Deliver, the solution, either directly or in collaboration with another team
• Support the Digital team daily in solving business-critical bugs and core maintenance activities.

Data Management * Receive and analyze data set, flagging inconsistencies and issues to the program team.

• Coordinate with the program teams, ensuring regular communication of status and time of delivery.
• Clean, correct, or update data entries on a large scale.
• Convey good practices among teams in data recording and delivery.
• Create reports and analysis that generate insights to improve the operations.

Daily tasks * Participate in frequent briefings and stand-ups (as required) with the Digital team to discuss updates, opportunities, challenges, and improvement areas.

• Assist Axios with the trainings for the development team and any other external partner for Axios+
• Support in defining the functional specifications of new features, identifying potential challenges and roadblocks, and offering solutions.
• Contribute to the preparation of reports to Axios Leadership
• Participate in planning / strategy sessions as required.
• Project manage data migration/data entry projects.

Relationships

• Report to the Director of Digital with a dotted line to a Digital Consultant in charge of the Service Desk
• Develop good relations across all levels in Axios, as well as clients and key stakeholders. Interpersonal skills are critical to this position.
• Maintain on-going and frequent communication with Project Team Leaders including Axios regional and global staff

Competencies

• Concern for order, structure, and quality - We provide quality over quantity, every single day.
• Adaptability and flexibility - We do what needs to be done.
• Continuous improvement - We do not know everything, and we strive to improve and grow every day.
• Communication and Teamwork - We say what we will do, and we do what we said we would do. Together.
• Solution-driven - We come with solutions to our problems.

Educational Background and Experience

• 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, in particular Microsoft Excel

Job Circumstances

• The position is based in our regional office
• Flexibility in ability to travel as well as working hours is essential

Axios International