Junior Hotline Support Specialist, DE/EN

This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Manage incoming hotline calls, addressing general support requests, service inquiries, and incident reports.

• Conduct initial assessments, classify, and troubleshoot reported issues.

• Resolve issues at the first support level whenever possible or escalate them to the appropriate technical teams.

• Record and document all incoming requests in the ticketing system, including classification, actions taken, and resolution status.

• Ensure incidents are managed in accordance with agreed SLA requirements and escalation procedures.

• Provide on-call support during after-hours and weekends for critical incidents.

• Execute qualified intake and immediate escalation of the highest-severity incidents to the on-duty technical team.

• Ensure continuity in the handling of critical incidents until a resolution or effective workaround is achieved.

• Collaborate with technical support teams to guarantee timely issue resolution.

• Maintain precise incident records and contribute to the continuous improvement of support processes.

⛳️ Requirements

• Proficiency in the German language at C1 level or higher, capable of managing technical inquiries and communicating effectively in high-pressure situations.

• Proficiency in the English language at B2 level or higher for internal communication and documentation.

• Basic technical knowledge 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 following established procedures.

• Strong communication, problem-solving, and customer support abilities.

• Capacity to work independently while coordinating with technical support teams.

• Willingness to engage in rotating on-call shifts, including evenings, nights, and weekends.

• Availability that aligns with the CET/CEST time zone.

• Experience with ITIL incident management processes is advantageous.

• Familiarity with Drupal, GitLab, AWS, monitoring tools, or PagerDuty is a plus.

• Previous experience in IT support, hotline support, or on-call operations is beneficial.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• Flexible working hours and a supportive work environment.