Support Analyst

This is a fully remote position, open to applicants in Poland.

📋 Description

• Oversee the support queue of the team and actively engage with cases to address them.

• Evaluate and troubleshoot incoming technical and functional challenges.

• Address user cases concerning the functionality of the Creatio product.

• Develop business processes, configure integrations, and modify system behaviors.

• Offer algorithms and suggestions for enhancing additional business logic.

• Detect product issues and provide comprehensive bug reports in collaboration with development teams.

• Keep users updated on the progress and status of their cases.

• Manage escalations and intricate customer situations effectively.

• Gather and analyze feedback related to resolved cases.

• Engage with users through phone and email communication.

• Deliver telephone consultations regarding Creatio products and associated services.

• Conduct remote sessions to aid in issue investigation and resolution.

• Create, revise, and sustain knowledge base articles.

• Contribute to troubleshooting manuals and technical documents.

• Provide constructive feedback and suggestions for improvement to the Academy team.

• Assess recurring issues and customer insights to uncover root problems.

• Collaborate with developers and cloud administrators to enhance product stability and support processes.

⛳️ Requirements

• Background in technical or customer support positions.

• In-depth knowledge of HelpDesk / ServiceDesk operations.

• Extensive understanding of relational database principles.

• Proficient in SQL.

• Familiarity with PC architecture and computer networking.

• Basic programming knowledge.

• Comprehension of Object-Oriented Programming (OOP) principles.

• Ability to dissect complex issues, ascertain root causes, and propose viable solutions.

• Excellent verbal and written communication abilities.

• Capability to collaborate effectively with cross-functional technical teams.

• Skill in managing multiple tasks and priorities efficiently.

• Proficiency in English at a B2 level or higher.

🏝️ Benefits

• Defined career trajectories.

• Opportunities for mentorship.

• Access to ongoing learning.

• Flexible work arrangements.

• Initiatives that enhance schedule management, productivity, and both personal and professional wellness.

• Acknowledgment of achievements.

• Chance to make contributions from the very first day.

• An innovative culture embracing modern technologies and forward-thinking.

• Competitive salary and benefits that support employees and their families.

• Rewards that recognize contributions and dedication.