Global Support Operator: Case Handling & Guidance

Creatio; Poland; On-site; PLN 70,000 - 90,000; Full time

Job summary

Creatio is seeking a Support Operator to join our Global Customer Support Division in Poland. The role emphasizes high-quality case handling, user consultations, and ongoing improvement of support processes and knowledge base content.

Based in Poland, you will handle support cases, provide expert guidance on Creatio products, and assist with cloud-related actions, licensing, and SLA activations while communicating clearly via phone, chat, and email.

Qualifications

• Experience in customer or technical support roles.
• Strong understanding of HelpDesk / ServiceDesk operations.
• Excellent verbal and written communication skills.
• Strong capability to explain technical concepts clearly to users.
• Ability to manage escalations and critical cases with a solution-oriented approach.
• Confident use of office software, email clients, and web browsers.
• Basic understanding of PC architecture and networks.
• Foundational knowledge of databases (DBMS) is a plus.
• Strong teamwork skills and ability to manage multiple tasks simultaneously.
• English proficiency at B2 level or higher.

Responsibilities

• Support Operations & Case Handling.
• Handle and distribute incoming support cases with proper prioritization and ownership.
• Monitor the support queue and proactively take cases into work.
• Provide expert guidance on Creatio products and related services.
• Process service requests including cloud-related actions, licensing, and SLA activation.
• Keep customers informed about case progress and resolution timelines.
• Manage escalations and support critical customer situations.
• Collect and analyze customer feedback to improve support quality.
• Customer Communication.
• Communicate with customers via phone, chat, and email in a clear and professional manner.
• Provide consultations and explanations tailored to customer needs.
• Perform remote sessions to assist with issue resolution when required.
• Knowledge Sharing & Continuous Improvement.
• Create, update, and maintain knowledge base articles and internal documentation.
• Collaborate with the Academy team by providing feedback and content improvement suggestions.
• Identify recurring issues and contribute to optimization of support processes and service quality

Skills

Customer support

Technical support

Communication

Escalation management

Teamwork

English proficiency

Education

Bachelor's degree

Tools

HelpDesk software

Email clients

Web browsers

Job description

Creatio is seeking a Support Operator to join our Global Customer Support Division in Poland. The role emphasizes high-quality case handling, user consultations, and ongoing improvement of support processes and knowledge base content.

Based in Poland, you will handle support cases, provide expert guidance on Creatio products, and assist with cloud-related actions, licensing, and SLA activations while communicating clearly via phone, chat, and email.