Global Support Operator — Case Management & Guidance

Creatio; Boston (MA); Remote; USD 27,000 - 35,000; Full time

Job summary

Creatio, an AI CRM and workflow platform, is seeking a Support Operator to join Global Customer Support. Based in Poland, you will handle high-quality cases, provide expert guidance on Creatio products, and conduct remote sessions to resolve issues.

You will manage queues, communicate via phone, chat, and email, contribute to knowledge base content, and collaborate with the Academy team to improve service quality.

Qualifications

• Experience in customer or technical support roles.
• Strong understanding of HelpDesk / ServiceDesk operations.
• Excellent verbal and written communication skills.
• Strong ability to explain technical concepts clearly to users.
• Ability to manage escalations and critical cases with a solution-oriented approach.
• 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.
• Communicate with customers via phone, chat, and email in a clear and professional manner.
• Provide consultations and explanations tailored to customer needs.

Skills

Customer support

Technical support

HelpDesk

Communication

Escalations management

PC basics

DBMS knowledge

Teamwork

English B2+

Job description

Creatio, an AI CRM and workflow platform, is seeking a Support Operator to join Global Customer Support. Based in Poland, you will handle high-quality cases, provide expert guidance on Creatio products, and conduct remote sessions to resolve issues.

You will manage queues, communicate via phone, chat, and email, contribute to knowledge base content, and collaborate with the Academy team to improve service quality.