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JR951, JR950 - Hotline Support Specialist (DE/EN)
Contract type
Ongoing
Work mode
Remote · Poland, Germany, EU countries
Experience
3 years
Job description
Hotline Support Specialist role within ELEKS Customer Support Office for a project with University Medicine in Germany, focused on digital transformation of a public website and intranet and transition into ongoing service operations. The role handles hotline calls, incident intake, classification, troubleshooting, and escalation.
At a glance
- Work mode
- Remote · Poland, Germany, EU countries
- Languages
- German – C1, English – B2
What you'll do
- 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
What we're looking for
- 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
Nice to have
- Experience with ITIL incident management processes
- Familiarity with Drupal, GitLab, AWS, monitoring tools, or PagerDuty
- Previous experience in IT support, hotline support, or on-call operations
Your team
Customer Support Office
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About ELEKS
Key facts
- Starting a new collaboration with University Medicine in Germany
- Project focuses on digital transformation of the public website and intranet, including introduction of a new content management system, migration of existing content, and transition into ongoing serv
Partners & customers
University Medicine in Germany