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

Location: Remote (Poland) Workplace: remote 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