[Hiring] Support Analyst @Creatio

Role Description

Support Analyst to join our Global Customer Support Team. This role focuses on in-depth analysis, diagnosis, and resolution of complex user cases related to the Creatio product line, as well as continuous knowledge sharing and collaboration with internal technical teams. The role is based in Poland.

Responsibilities

• Technical Case Analysis & Resolution
  • 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
• Customer Communication
  • 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
• Knowledge Base & Documentation
  • Create, update, and maintain knowledge base articles
  • Contribute to troubleshooting guides and technical documentation
  • Provide feedback and improvement suggestions to the Academy team
• Problem Analysis & Continuous Improvement
  • 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

Qualifications

• 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

• Growth & Development: Clear career paths, mentorship opportunities, and access to continuous learning to help you reach your full potential.
• Flexibility & Well-Being: Flexible work arrangements and initiatives that empower you to manage your schedule effectively, stay productive, and thrive both personally and professionally.
• Recognition & Impact: A culture that celebrates achievements, values your ideas, and empowers you to make real contributions from day one.
• Innovative Culture: Be part of a company that embraces new ideas, modern technologies, and bold thinking to stay ahead of the curve.
• Benefits & Rewards Package: Competitive compensation and benefits designed to support you and your family. Our rewards approach goes beyond salary, recognizing your contributions and commitment.