Global Support Operator: Case Leader & KB Advocate

Creatio; Poland; Remote; USD 55,000 - 75,000; Full time

Job summary

Creatio is seeking a Support Operator to join its Global Customer Support Division. The role focuses on high-quality case handling, user consultations, and continuous improvement of support processes and knowledge base content.

Based in Poland, you will engage with customers via phone, chat, and email to resolve issues efficiently. You will monitor the support queue, escalate critical cases, provide clear explanations of product features, and contribute to documentation with feedback from

Qualifications

• Experience in customer or technical support roles.
• Understanding of HelpDesk / ServiceDesk operations.
• Strong verbal and written communication skills.
• Ability to explain technical concepts clearly to users.
• Ability to manage escalations and critical cases with a solution-oriented approach.

Responsibilities

• 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.
• Communicate with customers via phone, chat, and email in a clear and professional manner.
• Perform remote sessions to assist with issue resolution when required.
• Create, update, and maintain knowledge base articles and internal documentation.
• Collaborate with the Academy team by providing feedback and content improvement suggestions.

Skills

Customer support

Technical support

Communication

Escalations

Teamwork

Tools

HelpDesk software

Job description

Creatio is seeking a Support Operator to join its Global Customer Support Division. The role focuses on high-quality case handling, user consultations, and continuous improvement of support processes and knowledge base content.

Based in Poland, you will engage with customers via phone, chat, and email to resolve issues efficiently. You will monitor the support queue, escalate critical cases, provide clear explanations of product features, and contribute to documentation with feedback from