Support Operator

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

📋 Description

• Manage and allocate incoming support cases with appropriate prioritization and accountability.

• Oversee the support queue and proactively engage with cases as they arise.

• Offer expert advice on Creatio products and associated services.

• Facilitate service requests, including cloud-related tasks, licensing, and SLA activations.

• Keep customers updated on the progress of their cases and expected resolution timelines.

• Handle escalations and address critical customer situations effectively.

• Gather and assess customer feedback to enhance the quality of support provided.

• Interact with customers through phone, chat, and email channels.

• Deliver consultations and tailored explanations based on customer requirements.

• Conduct remote sessions to assist in resolving issues when necessary.

• Create, revise, and maintain knowledge base articles and internal documentation.

• Collaborate with the Academy team by offering feedback and suggestions for content improvement.

• Identify recurring issues and contribute to the enhancement of support processes and service quality.

⛳️ Requirements

• Experience in customer or technical support positions.

• Strong familiarity with HelpDesk / ServiceDesk functionalities.

• Exceptional verbal and written communication skills.

• Ability to articulate technical concepts clearly to users.

• Capability to manage escalations and critical cases with a solutions-oriented mindset.

• Proficient in using office software, email clients, and web browsers.

• Basic knowledge of PC architecture and networking.

• Foundational understanding of databases (DBMS) is advantageous.

• Strong collaborative skills and the ability to juggle multiple tasks concurrently.

• English language proficiency at B2 level or higher.

🏝️ Benefits

• Clearly defined career paths.

• Mentorship opportunities available.

• Continuous learning access.

• Flexible working arrangements.

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

• Recognition for achievements.

• Opportunity for impactful contributions from day one.

• Culture focused on innovation and modern technology.

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

• Rewards program acknowledging contributions and commitment.