Hotline Support Specialist (German/English)
E
ELEKSIT support
Remote (Poland); Poland, Germany, or other EU countries, Availability aligned with the CET/CEST time zoneFull-Time
Salary not disclosed
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Job Details
- Languages
- German language proficiency at C1 level or higher; English language proficiency at B2 level or higher
- Required Skills
- AWSDrupalJiraGitLab
Requirements
- Have German language proficiency at C1 level or higher, including the ability to handle technical inquiries and communicate in high-pressure situations.
- Have English language proficiency at B2 level or higher for internal communication and documentation.
- Have a basic technical understanding of web platforms and Content Management Systems (CMS).
- Have experience with ticketing systems such as Jira or similar tools.
- Be able to assess, classify, document, and escalate technical incidents according to established procedures.
- Be able to work independently and coordinate with technical support teams.
- Be willing to participate in rotating on-call shifts, including evenings, nights, and weekends.
- Be available in 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, support requests, service inquiries, and incident reports.
- Assess, classify, and troubleshoot reported issues.
- Resolve issues at the first support level where possible or escalate them to the appropriate technical teams.
- Register and document incoming requests, actions taken, and resolution status in the ticketing system.
- Handle incidents according to agreed SLA requirements and escalation procedures.
- Provide after-hours and weekend on-call support for critical incidents.
- Intake and immediately escalate highest-severity incidents to the on-duty technical team.
- Maintain continuity of critical incident handling until resolution or an effective workaround is provided.
- Collaborate with technical support teams to support timely issue resolution.
- Maintain accurate incident records and contribute to continuous improvement of support processes.
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