Support Analyst

3 days, 4 hours ago
Full-time
Mid Level
Technical Writing and Documentation
Creatio

Creatio

Creatio offers a comprehensive low-code platform designed to automate industry workflows and customer relationship management (CRM), featuring a suite of tools that includes sales force automation, marketing automation, and help desk software.

Internet Software & Services
501-1000
Founded 2013
$68M raised

Description

  • Monitor the support queue and proactively take ownership of cases.
  • Analyze, diagnose, and resolve technical and functional issues related to Creatio products.
  • Configure business processes, integrations, and system behavior to address customer needs.
  • Provide implementation algorithms and recommendations for additional business logic.
  • Identify product defects and submit detailed bug reports to development teams.
  • Keep customers informed of case progress and resolution status via phone and email.
  • Handle escalations, complex customer situations, and remote troubleshooting sessions.
  • Create and maintain knowledge base articles, troubleshooting guides, and technical documentation.
  • Analyze recurring issues and customer feedback to identify root causes and improvement opportunities.
  • Collaborate with developers, cloud administrators, and Academy teams to improve product stability and support processes.

Requirements

  • Experience in technical support or customer support roles.
  • Strong understanding of HelpDesk or ServiceDesk processes.
  • Comprehensive knowledge of relational database concepts.
  • Proficiency in SQL.
  • Understanding of PC architecture and computer networks.
  • Foundational programming knowledge and understanding of object-oriented programming principles.
  • Ability to analyze complex issues, identify root causes, and propose effective solutions.
  • Strong written and verbal communication skills.
  • Ability to collaborate with cross-functional technical teams and manage multiple priorities.
  • English proficiency at B2 level or higher.

Benefits

  • Competitive compensation and benefits package, varying by country of residence and employment type.
  • Flexible work arrangements and well-being initiatives.
  • Clear career paths, mentorship, and continuous learning opportunities.
  • Recognition-focused culture that values employee ideas and contributions.

Interested in this position?

Apply directly on the company website

Apply Now

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