Support Operator

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

📋 Description

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

• Oversee the support queue and proactively engage with cases.

• Offer expert advice on Creatio products and associated services.

• Execute service requests encompassing cloud-related actions, licensing, and SLA activations.

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

• Handle escalations and manage critical customer scenarios effectively.

• Gather and evaluate customer feedback to enhance support quality.

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

• Deliver consultations and explanations customized to meet customer requirements.

• Conduct remote sessions to aid in issue resolution as necessary.

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

• Collaborate with the Academy team by providing feedback and suggestions for content improvements.

• Identify recurring issues and assist in optimizing support processes and service quality.

⛳️ Requirements

• Experience in customer or technical support positions.

• Strong grasp of HelpDesk / ServiceDesk operations.

• Exceptional verbal and written communication abilities.

• Strong aptitude for clearly explaining technical concepts to users.

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

• Proficient use of office software, email clients, and web browsers.

• Basic knowledge of PC architecture and networking.

• Foundational understanding of databases (DBMS) is advantageous.

• Strong teamwork skills and the ability to handle multiple tasks concurrently.

• Proficiency in English at B2 level or above.

🏝️ Benefits

• Clear career paths, mentorship opportunities, and access to ongoing learning.

• Flexible work arrangements and initiatives that promote effective schedule management, productivity, and personal as well as professional wellbeing.

• Acknowledgment of achievements and empowerment to contribute significantly from day one.

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

• Competitive salary and benefits designed to support employees and their families.

• A rewards system recognizing contributions and commitment.