Support Analyst
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Job Description
Support Analyst resolving complex technical and functional cases for Creatio’s AI CRM and workflow platform. Diagnosing issues, configuring integrations, and improving customer support processes.
Responsibilities:
- 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
- Build business processes, configure integrations, and adjust system behavior
- Provide algorithms and recommendations for implementing additional business logic
- Identify product issues and submit detailed bug reports in collaboration with development teams
- Keep users informed about case progress and resolution status
- Handle escalations and complex customer situations
- Collect and process feedback related to resolved cases
- Communicate with users via phone and email
- Provide telephone consultations on Creatio products and related services
- Conduct remote sessions to support issue investigation and resolution
- Create, update, and maintain knowledge base articles
- Contribute to troubleshooting guides and technical documentation
- Provide feedback and improvement suggestions to the Academy team
- Analyze recurring issues and customer feedback to identify underlying problems
- Collaborate with developers and cloud administrators to improve product stability and support processes
Requirements:
- 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:
- Clear career paths
- Mentorship opportunities
- Access to continuous learning
- Flexible work arrangements
- Initiatives supporting schedule management, productivity, and personal and professional well-being
- Recognition of achievements and contributions
- Opportunities to contribute ideas and make an impact from day one
- Innovative culture focused on new ideas, modern technologies, and bold thinking
- Competitive compensation and benefits supporting employees and their families
- Rewards approach recognizing contributions and commitment
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