Support Analyst

We are looking for a Support Analyst (Tier 2) to interact with our inside clients.  

Working on our team as a Support Analyst position involves: 

• monitoring the team's pool of cases and taking them into work;
• analyzing and diagnosing incoming cases;
• resolving cases regarding the functionality of the Creatio product line and implementing technical tasks (such as building business processes, configuring integrations, etc.);
• providing algorithms for implementing additional business logic;
• identifying product errors and creating bug reports to be submitted to the development Scrum teams;
• timely informing users about the status of their cases;
• handling escalations and critical user cases;
• processing feedback regarding cases;
• creating and updating knowledge base articles;
• providing feedback and suggestions on articles to the Academy team. 

Candidate Expectations:   

• excellent customer service and interpersonal skills; 
• experience in technical or customer support;
• exceptional proficiency in both verbal and written communication;
• knowledge of office software, email clients, and web browsers;
• understanding of PC architecture and networks — required; 
• demonstrated capacity to improve knowledge of databases (MS SQL/Oracle/PostgreSQL); 
• basic programming knowledge and understanding of OOP principles — preferred;
• strong teamwork and collaboration skills;
• the ability to handle multiple activities simultaneously and prioritize tasks effectively. 

What you should expect from us:  

• the award-winning product (a Leader in Gartner Quadrants) to be proud of;
• a remote-first hybrid model: while giving plenty of space for concentration and personal working habits, we encourage regular meetings in one of our five hubs worldwide;
• culture of genuine care, ownership, dedication, and high standards (learn more here);
• a vibrant corporate life: enjoy the opportunity to explore your teammates' cultures in online and offline events, participate in sports competitions, enjoy art master classes, and create your new favorite memories at our parties;
• caring for your health: Creatio offers several options for medical insurance together with our medical partner
• Creatio offers all team members competitive pay;
• paid leave options for life-qualifying events, sicknesses, etc;
• nice and modern hub in the Warsaw city center to get acquainted with colleagues or to gain some quiet space for concentration.