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
