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Support Analyst (Tier 2)
CreatioUkraineFull Time1d
Job Summary
We are seeking a Support Analyst (Tier 2) to interact with clients from Global Markets. The role involves monitoring cases, analyzing and diagnosing issues, resolving problems, and implementing technical tasks. As a Support Analyst, you will work on the Creatio product line, providing algorithms for business logic implementation and identifying product errors. You will also handle escalations, critical use cases, and knowledge base management. We offer a remote-first hybrid model, competitive pay, medical insurance, and a vibrant corporate life. Our team is passionate about customer service, teamwork, and innovation.
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 partnerCreatio 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.
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;
- working on-site from our modern office in the Kyiv city;
- 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 partnerCreatio 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.
