[Hiring] Hotline Support Specialist @Eleks

Role Description

ELEKS is looking for a Hotline Support Specialist in Poland, Germany, or other EU countries.

The project focuses on the digital transformation of the public website and intranet, including:

• Introduction of a new content management system
• Migration of existing content
• Transition into ongoing service operations

Qualifications

• German language proficiency at C1 level or higher
• English language proficiency at B2 level or higher
• Basic technical understanding of web platforms and Content Management Systems (CMS)
• Experience with ticketing systems such as Jira or similar tools
• 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

Requirements

• 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

Company Description

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.