Support Analyst - AI CRM Platform | Growth & Flexible Hours

Logoslabs; San Francisco (CA); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Growth opportunities

Flexible work arrangements

Competitive compensation

Job summary

Creatio is seeking a Support Analyst to join our Global Customer Support Team. This role focuses on in-depth analysis, diagnosis, and resolution of complex user cases related to the Creatio product line, with remote collaboration across internal teams.

You will monitor queues, diagnose issues, build business processes, and contribute to knowledge base while communicating clearly with users by phone and email.

Qualifications

• Experience in technical or customer support roles.
• Strong understanding of HelpDesk / ServiceDesk processes.
• Comprehensive knowledge of relational database concepts.
• Proficiency in SQL.
• Understanding of PC architecture and computer networks.
• Foundational programming knowledge and OOP principles.
• Ability to analyze complex issues, identify root causes, and propose effective solutions.
• Strong verbal and written communication skills.
• Ability to work collaboratively with cross-functional technical teams.
• Capability to manage multiple tasks and priorities effectively.
• English proficiency at B2 level or higher.

Responsibilities

• Technical Case Analysis & Resolution
• Monitor the team’s support queue and proactively take cases into work
• Analyze and diagnose incoming technical and functional issues
• Resolve user cases related to Creatio product functionality
• Implement technical tasks such as building business processes, configuring integrations, and adjusting system behavior
• Provide clear algorithms and recommendations for implementing additional business logic
• Identify product issues and collaborate with development teams by submitting detailed bug reports
• Keep users informed about case progress and resolution status
• Handle escalations and complex customer situations
• Collect and process feedback related to resolved cases
• Communicate with users via phone and email in a clear and professional manner
• Provide telephone consultations on Creatio products and related services
• Conduct remote sessions to support issue investigation and resolution
• Create, update, and maintain knowledge base articles
• Contribute to troubleshooting guides and technical documentation
• Provide feedback and improvement suggestions to the Academy team
• Analyze recurring issues and customer feedback to identify underlying problems
• Collaborate with cross-functional teams, including developers and cloud administrators, to improve product stability and support processes

Skills

Customer support experience

SQL proficiency

Relational databases

English (B2 level)

Analytical thinking

Clear communication

Cross-functional collaboration

Tools

SQL tools

PC hardware & networks

Job description

Creatio is seeking a Support Analyst to join our Global Customer Support Team. This role focuses on in-depth analysis, diagnosis, and resolution of complex user cases related to the Creatio product line, with remote collaboration across internal teams.

You will monitor queues, diagnose issues, build business processes, and contribute to knowledge base while communicating clearly with users by phone and email.