CRM Support Specialist

Quick Facts

• Role: CRM Support Specialist

Description

You will provide day-to-day functional and technical support to CRM users (including Customer Care/Call Centre teams), troubleshoot incidents and service requests, and coordinate resolution with development and application teams. You will maintain strong CRM knowledge, prepare and deliver training materials and sessions, and participate in testing, releases, deployments, and post-go-live support. You will also monitor recurring issues and user feedback to proactively improve CRM functionality and support processes.

Responsibilities

• Support CRM users with functional and technical help

• Troubleshoot CRM incidents and service requests; identify root causes and coordinate fixes

• Maintain and share CRM knowledge across functionality, processes, and integrations

• Create training materials and keep them up to date with solution changes

• Deliver user training for new functionalities and releases

• Participate in testing of new CRM features and system changes; provide structured feedback

• Support CRM releases and deployments, including testing, communications, training, and post-go-live support

• Monitor recurring incidents and user feedback; identify improvement opportunities

• Collaborate with Product Owners, Business Analysts, developers, testers, project teams, and stakeholders across markets

• Ensure knowledge transfer between project, development, support, and business teams

Requirements

• Experience in application support, CRM support, IT support, or as a CRM user

• Good understanding of CRM systems and customer-facing business processes

• Ability to troubleshoot functional and technical issues and coordinate resolution across multiple teams

• Experience with software testing, UAT, or validation of new system functionalities

• Ability to explain complex CRM functionality in clear documentation and instructions for end-users

• Strong communication and presentation skills to deliver training

• Structured and proactive approach to problem solving

• Ability to work independently while collaborating effectively with technical and business teams

• Strong sense of ownership; follow issues through to resolution

• Fluent English

Benefits

• Flexible working hours and possibility of home office

• 5 weeks of holidays

• Attractive compensation (salary and bonuses)

• Discount in Dr. Max pharmacies

• Meal coupons

• Fully paid Multisport Card

• Contribution to Lítačka and other benefits

• Modern offices in Prague and a friendly team

• Space for professional growth

• Opportunity to work for a major European pharma retail company with expansion plans