About the role
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
Text as published by Eleks. We don't edit postings; apply and ask questions on the employer's site.