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Open nowPosted 6 days ago

JR951, JR950 - Hotline Support Specialist (DE/EN)

Eleks19 open roles

Where
Remote (Poland)
Work mode
Remote
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Your applicationOpen nowJR951, JR950 - Hotline Support Specialist (DE/EN)Eleks · Remote (Poland)

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The clock on this job

Early applications get read.

13.7% of postings close within 7 days. Measured by our own scanner across the market. Eleks postings stay open a median of 20 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.8%3 days
  3. 13.7%7 days
  4. 22.1%14 days
  5. 37.6%30 days
  6. 59.1%60 days
This job: posted 6 days ago

Eleks median: 20 days open

The posting

ELEKS Customer Support Office is looking for a Hotline Support Specialist in Poland, Germany, or other EU countries.

ABOUT CLIENT

ELEKS is starting a new collaboration with University Medicine in Germany. The project focuses on the digital transformation of the public website and intranet, including the introduction of a new content management system, migration of existing content, and transition into ongoing service operations.

REQUIREMENTS

  • German language proficiency at C1 level or higher, with the ability to handle technical inquiries and communicate effectively in high-pressure situations
  • English language proficiency at B2 level or higher for internal communication and documentation
  • Basic technical understanding of web platforms and Content Management Systems (CMS)
  • Experience with ticketing systems such as Jira or similar tools
  • Ability to assess, classify, document, and escalate technical incidents according to established procedures
  • Strong communication, problem-solving, and customer support skills
  • Ability to work independently and coordinate with technical support teams
  • Willingness to participate in rotating on-call shifts, including evenings, nights, and weekends
  • Availability aligned with the CET/CEST time zone
  • Experience with ITIL incident management processes is a plus
  • Familiarity with Drupal, GitLab, AWS, monitoring tools, or PagerDuty is a plus
  • Previous experience in IT support, hotline support, or on-call operations is a plus

RESPONSIBILITIES

  • Handle incoming hotline calls, including general support requests, service inquiries, and incident reports
  • Perform initial assessment, classification, and troubleshooting of reported issues
  • Resolve issues at the first support level where possible or escalate them to the appropriate technical teams
  • Register and document all incoming requests in the ticketing system, including classification, actions taken, and resolution status
  • Ensure incidents are handled according to agreed SLA requirements and escalation procedures
  • Provide after-hours and weekend on-call support for critical incidents
  • Perform qualified intake and immediate escalation of highest-severity incidents to the on-duty technical team
  • Ensure continuity of critical incident handling until resolution or an effective workaround is provided
  • Collaborate with technical support teams to ensure timely issue resolution
  • Maintain accurate incident records and contribute to continuous improvement of support processes
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