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Support Analyst (Tier 2)

Remote:

Full Remote

Contract:

Full time

Work from:

Ukraine

Offer summary

Qualifications:

Excellent customer service skills, Experience in technical or customer support, Upper-intermediate level of English or higher, Knowledge of databases: MS SQL/Oracle/PostgreSQL, Understanding of PC architecture and networks.

Key responsabilities:

Analyze and diagnose incoming cases
Resolve cases for Creatio product functionality
Identify product errors and create bug reports
Handle escalations and manage the knowledge base
Work on Problem Management process

Creatio

501 - 1000 Employees

See more Creatio offers

Job description

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 Kyiv city center to get acquainted with colleagues or to gain some quiet space for concentration.