123pracovat

Pracovní nabídka

You’ll be a great match if you can:

• 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

Nice to have:

• Experience with Salesforce Service Cloud
• Experience with Genesys or another Contact Centre / telephony platform
• Experience supporting Customer Care or Call Centre environments
• Experience working in an international or multi-country organization

What do we offer?

• Working for the largest pharma retail company in Europe with great expansion plans
• Space for professional growth within the growing organization
• Attractive financial compensation (salary and bonuses)
• Flexible working hours, possibility of home office
• 5 weeks of holidays, discount in Dr. Max pharmacies, meal coupons, fully paid Multisport Card, contribution to Lítačka and some other benefits
• Modern offices in Prague and friendly colleagues on top!