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Support Analyst (Tier 2)

Remote:

Full Remote

Work from:

Poland

Offer summary

Qualifications:

Experience in technical or customer support, Knowledge of databases (MS SQL/Oracle/PostgreSQL), Understanding of PC architecture and networks, Basic programming knowledge preferred.

Key responsabilities:

Monitor and analyze incoming cases
Resolve cases regarding Creatio product functionality

Creatio https://www.creatio.com

501 - 1000 Employees

See all jobs

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