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

Eleks; Polska; Hybrid; PLN 151,000 - 242,000; Full time

Job summary

ELEKS Customer Support Office in Europe seeks a Hotline Support Specialist to handle incoming calls, assess and triage incidents, and escalate to technical teams as needed. The role covers Poland, Germany, and other EU countries, with on-call shifts and CET/CEST alignment.

Strong communication and CMS/Jira experience are required. The position emphasizes first-line resolution where possible, accurate ticket documentation, and SLA-adherent incident management in a fast-paced environment across

Qualifications

• German language proficiency at C1 level or higher for technical inquiries and 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.
• 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 elevate 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.

Skills

German (C1+)

English (B2+)

Customer support

Problem solving

Independent work

On-call readiness

Tools

Jira

CMS

Drupal

GitLab

AWS

Monitoring tools

PagerDuty

ITIL awareness

Job description

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 elevate 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 elevate 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