Commercial Support Specialist

Job Objective

The position is responsible for providing full technical and functional support for commercial digital systems across Central Asia (Kazakhstan, Uzbekistan, Kyrgyzstan, Tajikistan, Turkmenistan). The role ensures high‑quality CRM administration, stable system performance, user support, documentation maintenance, and contribution to digitalization and process improvement initiatives.

The Commercial Support Specialist actively collaborates with commercial teams, distributors, and system users across different countries, ensuring smooth daily operations and efficient issue resolution.

What We Expect

• Provide first‑line and second‑line support for CRM and other commercial applications (Voyage, Corplas, X‑Mobile, Vispera, AsaPro, ServiceNow).
• Ensure timely and effective assistance to 150–200 users across Central Asia, including 60+ users in Kazakhstan.
• Administer CRM: configuration, adjustments, monitoring of business processes, data consistency checks.
• Manage incidents end‑to‑end: acceptance, prioritization, diagnostics, escalation, monitoring system stability.
• Conduct user trainings (quarterly or upon staff changes) in Russian, Kazakh and, when needed, local languages of other CA countries.
• Maintain and update documentation and knowledge base relevant to each country’s specifics.
• Participate in improvement projects and support digital transformation initiatives within the commercial function.
• Assist in reviewing integration issues (SQL, APIs, middleware) — coding is not required, but ability to understand technical logic is highly valued.
• Collaborate effectively with commercial teams and distributors, building trust and providing high‑quality customer‑oriented service.
• Ensure SLA discipline in all communication channels (Service Desk, Email, Teams) according to priority levels.
• Communicate with cross‑functional teams and global systems owners on technical and process-related topics.

Qualifications

Education & Experience

• University degree in IT, Engineering, Information Systems, or related fields.
• 1–3 years of experience in CRM support or support of corporate digital systems (preferred).
• Experience working in outsourcing/service support model is an advantage.
• Participation in CRM implementation or rollout projects is a strong plus.

Technical Skills

• Understanding of CRM platforms (Dynamics 365, Salesforce, Bitrix24, Creatio or similar).
• Basic knowledge of SQL, API logic, integrations (ability to read & understand, not develop).
• Confident user of Service Desk tools (e.g. ServiceNow).
• Strong analytical and troubleshooting skills.

Languages

• English — required for documentation and communication.
• Kazakh — preferred.
• Turkish — an advantage.
• Knowledge of Central Asian languages is a plus for training delivery.

Soft Skills

• Excellent communication and customer‑service mindset.
• Stress resistance, patience, and ability to work with different user groups and mentalities.
• Structured thinking and strong self‑organization.
• Ability to find solutions even beyond direct functional scope.
• Team‑oriented, proactive, responsive.

What We Embrace

• A “People‑Centered” Focus
• Equal Salary Advocate
• A Globally Diverse & International Workplace (5 Central Asian markets)
• Inclusive Team‑Building and Cross‑Country Collaboration
• Digital Learning Opportunities & Exposure to Regional Projects
• Culture of Respectful Communication and Knowledge Sharing
• Supportive Leadership and Open Feedback Culture
• Family‑Friendly and Flexible Internal Policies