ELEKS

Software engineering services for enterprises

Hotline Support Specialist - German/English

Customer SupportPosted on Nov 9

Full-timeNo salary listed

About the Job

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.

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.

Desired Qualifications

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.

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

About the Company

ELEKS

Software engineering services for enterprises

ELEKS provides software engineering services to large enterprises and technology challengers, offering dedicated teams, product development, R&D, and technology consulting. It handles end-to-end software projects across the full lifecycle—from ideation and architecture to development, testing, and ongoing support—delivered by 2000+ professionals from Eastern Europe delivery centers and offices in Europe, the US, and the UK. The company differentiates itself with a geographically distributed workforce, a broad service portfolio, and a track record with Fortune 500 and enterprise clients, paired with transparent processes and reliable delivery. Its goal is to help clients improve how they work and create more value by delivering high-tech innovations that solve real-world problems.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Tallinn, Estonia
Founded: 1991

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