Support Analyst — AI CRM Platform, Solve Complex Issues

Creatio; United States; Remote; USD 24,000 - 37,000; Full time

Benefits offered by this job

Growth opportunities

Flexible work arrangements

Recognition & impact

Innovative culture

Benefits package

Job summary

Creatio is seeking a Support Analyst to join its Global Customer Support Team. The role focuses on in-depth analysis, diagnosis, and resolution of complex user cases across the Creatio product line, with ongoing knowledge sharing and collaboration with internal technical teams.

The position is based in Poland and involves communicating with users by phone and email, conducting remote sessions, and contributing to knowledge bases to improve product stability and support processes.

Qualifications

• Experience in technical or customer support roles.
• Strong understanding of HelpDesk / ServiceDesk processes.
• Knowledge of relational databases and SQL.
• Understanding of PC architecture and computer networks.
• Foundational programming knowledge and OOP concepts.
• Ability to analyze complex issues and propose solutions.
• Excellent verbal and written communication.
• Ability to collaborate with cross-functional teams.
• Ability to manage multiple tasks and priorities.
• English proficiency at B2 level or higher.

Responsibilities

• Perform technical case analysis and resolution.
• Monitor support queue and take ownership of cases.
• Diagnose technical and functional issues.
• Resolve user cases related to Creatio features.
• Build business processes and configure integrations.
• Adjust system behavior for customers.
• Provide clear algorithms and recommendations for logic.
• Identify product issues and file bug reports.
• Update users on case progress and status.
• Handle escalations and complex customer situations.
• Collect and process feedback on resolved cases.
• Communicate with users via phone and email.
• Provide remote support sessions for investigations.
• Create and maintain knowledge base articles.
• Contribute to troubleshooting guides and docs.
• Provide feedback to Academy team.
• Analyze recurring issues and root causes.
• Collaborate with developers and admins to improve stability.

Skills

Technical support

Help Desk

SQL

Relational DBs

PC architecture

Networking basics

OOP basics

Analytical thinking

Communication skills

Cross-functional

Multi-tasking

English B2+

Job description

Creatio is seeking a Support Analyst to join its Global Customer Support Team. The role focuses on in-depth analysis, diagnosis, and resolution of complex user cases across the Creatio product line, with ongoing knowledge sharing and collaboration with internal technical teams.

The position is based in Poland and involves communicating with users by phone and email, conducting remote sessions, and contributing to knowledge bases to improve product stability and support processes.