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ELEKS

Junior Hotline Support Specialist, DE/EN

ELEKS

. Handle incoming hotline calls, including general support requests, service inquiries, and incident reports .

Posted 11/9/2026full-timeRemote • Poland, GermanyJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Proficient in handling technical support inquiries and incident management, with strong capabilities in documentation and escalation processes. Demonstrates effective communication in both German and English, ensuring timely resolution of issues while adhering to SLA requirements.

Highest-signal resume keywords
German Language Proficiency (C1)English Language Proficiency (B2)Experience With Ticketing Systems (Jira)Basic Technical Understanding Of Web Platforms And CMSFamiliarity With ITIL Incident Management Processes

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Incident AssessmentIncident ClassificationTroubleshootingDocumentationEscalation ProceduresCustomer SupportProblem-SolvingOn-Call SupportTechnical Inquiry HandlingContinuous Improvement
Soft Skills
Strong CommunicationAbility To Work IndependentlyCoordination With Technical Teams
Tools & Technologies
JiraDrupalGitLabAWSMonitoring ToolsPagerDuty
Industry Keywords
IT SupportHotline SupportOn-Call OperationsSLA RequirementsCET/CEST Time Zone

Tech Stack

Tools & technologies
AWSDrupal

About the role

Key responsibilities & impact
  • 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

Requirements

What you’ll need
  • 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