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Support Analyst (Tier 2)

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Poland

Offer summary

Qualifications:

Experience in technical or customer support, Excellent verbal and written communication skills, Knowledge of databases (MS SQL/Oracle/PostgreSQL), Basic programming knowledge, OOP principles preferred, Upper-intermediate English level or higher.

Key responsabilities:

  • Monitor and manage team's pool of cases
  • Analyze, diagnose, and resolve incoming cases
  • Handle escalations and create bug reports
  • Provide algorithms for implementing business logic
  • Work on Problem Management process
Creatio logo
Creatio
501 - 1000 Employees
About Creatio
Creatio is a global vendor of one platform to automate workflows and CRM with no-code and a maximum degree of freedom. Millions of workflows are launched on our platform daily in 100 countries by thousands of clients. Genuine care for our clients and partners is a defining part of Creatio DNA. Creatio offerings include a no-code platform (Studio Creatio), CRM applications (marketing, sales, and service), industry workflows for 20 verticals and marketplace add-ons. We help our customers digitize workflows, enhance customer and employee experiences, and boost the efficiency of commercial and operational teams. Creatio is recognized as a Leader and Strong Performer in multiple Gartner and Forrester reports. Creatio products receive raving end-user reviews on peer-to-peer portals. Our customers enjoy the freedom to own their automation. Freedom is provided through unlimited customization, the ability to build apps without a line of code, and a universe of ready-to-use templates and connectors. Our platform empowers knowledge workers to build applications with no-code while increasing organizational capacity. We believe in genuine care. We build sincere relationships with our clients and partners by giving a hand first and then thinking about business, communicating transparently and openly, and listening, adjusting and bringing value. Creatio is an American company headquartered in Boston, MA. We have 700+ employees in six offices and a local presence in 14 countries. Creatio has long-lasting relationships with some of the world’s most successful organizations including AMD, Bayer, Kraft Heinz, Visteon, Société Générale Group, BNP Paribas Group and many others. Creatio partners with 700 GSIs and local integrators. Our culture is about genuine care for our clients and partners, passion, going the extra mile and staying positive.
See more Creatio offers

Job description

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Your missions

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

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;
  • handling escalations and critical use cases;
  • handling the knowledge base;
  • working on the Problem Management process.

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;
  • knowledge of databases (MS SQL/Oracle/PostgreSQL) — required;
  • 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;
  • English level — Upper-intermediate or higher.

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.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
Check out the description to know which languages are mandatory.

Hard Skills

Relational Databases

Soft Skills

  • web-browsers
  • social-skills
  • collaboration
  • Teamwork
  • Customer Service
  • non-verbal-communication
  • Prioritization
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