Feeny
Eleks

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

Eleks· Poland·

Role details

Work type
Remote

Job description

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

Why work at Eleks

  • Culture: Emphasises “care culture” and professional development. Named “Friendly Workplace 2022” and recipient of “Employer Branding Stars Award 2023” careers.eleks.com/about/.
  • Remote/Hybrid Policy: Offers remote positions across Europe, Canada, and the US, as well as in-office roles in multiple countries. Hybrid options are common.
  • Learning & Growth: Corporate trainers delivered thousands of hours of training in 2023; Centres of Excellence provide mentorship and best practices.
  • Diversity: 34% of specialists are women; age range from 18 to 86 years old.
  • CSR: Active corporate social responsibility initiatives (specific programs not detailed on the careers page).
  • Engineering Culture: Heavy investment in AI, ML, and data engineering; opportunity to work on complex, enterprise-scale projects for global brands.

Application questions