Support Analyst
Creatio
full-time
Posted on:
Location Type: Remote
Location: Ukraine
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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
- The award-winning product (a Leader in Gartner Quadrants) to be proud of
- A remote-first hybrid model: while giving plenty of space for personal focus, we encourage regular meetings in one of our five hubs worldwide
- Culture of genuine care, ownership, dedication, and high standards
- A vibrant corporate life: explore your teammates’ cultures in online and offline events, take part in sports competitions, art masterclasses, and unforgettable parties
- 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 Kyiv 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 & Tools
SQLrelational database conceptsOOP principlesbusiness process buildingsystem configurationintegration configurationtechnical documentationtroubleshootingbug reportingknowledge base maintenance
Soft Skills
analytical skillsproblem-solvingcommunication skillscollaborationcustomer servicetime managementescalation handlingfeedback processingprofessionalismmultitasking