Support Analyst

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

📋 Description

• Oversee the team's support queue and proactively manage cases.

• Assess and troubleshoot incoming technical and functional issues.

• Resolve user cases pertaining to the functionality of the Creatio product.

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

• Offer algorithms and recommendations for the implementation of additional business logic.

• Identify product defects and collaborate with development teams to submit thorough bug reports.

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

• Address escalations and manage complex customer situations.

• Gather and evaluate feedback regarding resolved cases.

• Communicate with users through phone and email correspondence.

• Provide telephone consultations regarding Creatio products and associated services.

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

• Create, update, and sustain knowledge base articles.

• Contribute to the development of troubleshooting guides and technical documentation.

• Share feedback and suggestions for improvement with the Academy team.

• Analyze recurring issues and customer feedback to uncover underlying problems.

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

⛳️ Requirements

• Experience in technical or customer support positions.

• Strong grasp of HelpDesk / ServiceDesk processes.

• In-depth understanding of relational database concepts.

• Proficiency in SQL.

• Familiarity with PC architecture and computer networks.

• Basic programming knowledge and comprehension of OOP principles.

• Ability to analyze intricate issues, identify root causes, and suggest effective solutions.

• Excellent verbal and written communication skills.

• Capability to work collaboratively with cross-functional technical teams.

• Adeptness at managing multiple tasks and priorities efficiently.

• English proficiency at B2 level or above.

🏝️ Benefits

• Clear career paths.

• Mentorship opportunities available.

• Access to continuous learning resources.

• Flexible work arrangements offered.

• Initiatives that support schedule management, productivity, and overall well-being.

• Recognition of achievements and contributions.

• Opportunities to share ideas and make an impact from day one.

• An innovative culture that values new ideas, modern technologies, and bold thinking.

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

• A rewards system that acknowledges contributions and commitment.