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