• 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

• 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

• Handling customer support calls and requests. • Managing and documenting tickets in the system. • Coordinating and escalating with vendors and other support tiers. • Consulting and updating documented information.

• Play a key role in supporting customers to ensure they successfully use and benefit from the Appficiency NS products & Microsoft 365 products • Work closely with more experienced customer success managers and other internal teams to deliver a seamless customer experience • Help customers maximize the value of their NS systems • Address and resolve customer issues promptly and effectively as an escalation point for customer support and CSA's • Gather customer feedback to improve the products or service and enhance the overall customer experience • Respond to ticket and support requests for all customers and help manage the ticket to its resolution within defined SLA's • Work with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs • Maintain accurate records of customer tickets, and solutions, and report on key metrics for ticket response times and ticket trends • Create and edit existing knowledge base articles and video content • Represent customer needs and interests within the company to drive product roadmap and service improvements • Test Bug resolutions and Change requests for the customers to ensure they meet their needs