Eleks
JR951, JR950 - Hotline Support Specialist (DE/EN)
- Location
- Remote (Poland), PL
- Arrangement
- Remote
- Posted
- 3 November 2026 (12 days ago)
Checked 5 days agoApplications go to the employer, never to RoleSprint
About this 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
Eligible remote locations
- PL
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About this listing
Published on Lever under the board identifier Eleks, which is the name the employer’s own job board carries. RoleSprint has not verified the company’s registered or trading name, so it is shown exactly as published rather than tidied up.
RoleSprint is not the employer and not a recruiter. Applications are made on the employer’s own site and never reach us; what RoleSprint does is help you decide whether a role is worth your time and prepare for it if it is.
Published 3 November 2026, last checked 5 days ago. A posting stops being advertised here 90 days after the employer published it, and one the employer takes down is marked closed rather than quietly removed.