Support Analyst
Creatio
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇱 Poland
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudSQL
About the role
- Monitor the team’s support queue and proactively take cases into work
- Analyze and diagnose incoming technical and functional issues
- Resolve user cases related to Creatio product functionality
- Implement technical tasks such as building business processes, configuring integrations, and adjusting system behavior
- Provide clear algorithms and recommendations for implementing additional business logic
- Identify product issues and collaborate with development teams by submitting detailed bug reports
- Keep users informed about case progress and resolution status
- Handle escalations and complex customer situations
- Collect and process feedback related to resolved cases
- Communicate with users via phone and email in a clear and professional manner
- Provide telephone consultations on Creatio products and related services
- Conduct remote sessions to support issue investigation and resolution
- Create, update, and maintain knowledge base articles
- Contribute to troubleshooting guides and technical documentation
- Provide feedback and improvement suggestions to the Academy team
- Analyze recurring issues and customer feedback to identify underlying problems
- Collaborate with cross-functional teams, including developers and cloud administrators, to improve product stability and support processes
Requirements
- Experience in technical or customer support roles
- Strong understanding of HelpDesk / ServiceDesk processes
- Comprehensive knowledge of relational database concepts
- Proficiency in SQL
- Understanding of PC architecture and computer networks
- Foundational programming knowledge and understanding of OOP principles
- Ability to analyze complex issues, identify root causes, and propose effective solutions
- Strong verbal and written communication skills
- Ability to work collaboratively with cross-functional technical teams
- Capability to manage multiple tasks and priorities effectively
- English proficiency at B2 level or higher
Benefits
- Health support: multiple medical insurance options provided with our trusted partner
- Competitive pay for all team members
- Paid leave options for life events, sickness, and more
- A modern and welcoming hub in the Warsaw city center for collaboration or focused work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLrelational database conceptsOOP principlesbusiness process buildingsystem configurationintegration configurationtechnical documentationtroubleshootingbug reportingknowledge base maintenance
Soft skills
analytical skillsproblem-solvingcommunication skillscollaborationcustomer servicetime managementescalation handlingfeedback processingclear writingprofessionalism