CRM Support Specialist

The CRM Support Specialist will provide essential technical support to our call centers and CRM frontend users, ensuring the smooth operation of our CRM&MA system. This role involves troubleshooting issues, participating in testing during the development cycle, and managing the incident management process.

Address: Na Florenci 2116/15

Required education: School-leaving exam

Required languages: Czech or Slovak, English (advanced)

Employment form: Full-time work

What will be your responsibilities?

• Provide day-to-day functional and technical support to CRM users, including Customer Care / Call Centre agents and other CRM frontend users
• Troubleshoot CRM-related incidents and service requests, identify root causes and coordinate resolution with development and application teams
• Act as a key knowledge holder for CRM solutions, maintaining a strong understanding of CRM functionality, processes and integrations
• Prepare training materials for CRM users and keep them up to date as the solution evolves
• Organize and deliver training sessions for end-users and key users, including training related to new functionalities and releases
• Participate in testing of new CRM features, releases and system changes and provide structured feedback to development teams
• Support CRM releases and deployments, including testing, user communication, training and post-go-live support
• Monitor recurring incidents and user feedback and proactively identify opportunities to improve CRM functionality and support processes
• Collaborate closely with Product Owners, Business Analysts, developers, testers, project teams and business stakeholders across different markets
• Ensure effective knowledge transfer between project teams, development teams, support and business users

What do we expect from you?

• Experience in application support, CRM support, IT support or as CRM user
• Good understanding of CRM systems and customer-facing business processes
• Ability to troubleshoot functional and technical issues and coordinate their resolution across multiple teams
• Experience with software testing, UAT or validation of new system functionalities
• Ability to understand complex CRM functionality and translate it into clear documentation and instructions for end-users
• Strong communication and presentation skills, including the ability to deliver user training
• Structured and proactive approach to problem solving
• Ability to work independently while collaborating effectively with technical and business teams
• Strong sense of ownership – you follow issues through to resolution rather than simply passing them to another team
• Fluent English, as you will work with colleagues and stakeholders across multiple countries

What do we offer?

• Working for the largest pharma retail company in CEE with great expansion plans
• A company with a meaningful purpose, an outstanding customer value proposition within an industry offering a resilient, non-cyclical growth pattern
• Global-level job within group headquarters with a group-wide impact
• Space for professional growth within a growing organization
• Attractive financial compensation (salary and yearly bonuses)
• Flexible working hours, possibility of 1 day home office/week
• 5 weeks of holidays, discounts in Dr. Max pharmacies, meal vouchers, fully paid Multisport card, public transport contribution, referral bonus etc.

If you are interested in this opportunity, please send your CV to groupHR@drmax.eu