Technical Support Specialist

3 weken geleden

Maastricht, Limburg, Nederland Mercedes-Benz Customer Assistance Center Maastricht Voltijd
Job Description:

At Mercedes-Benz Customer Assistance Center Maastricht, we are seeking a skilled Technical Specialist to join our Connected Mobility Services (CMS) department. As a key member of our team, you will provide 2nd level support worldwide in the connected mobility eco-system of Mercedes-Benz.

Key Responsibilities:
  • Support front desks (first level) worldwide
  • Log all activities in the ticketing tool
  • Resolve reported issues according to existing and new use cases
  • Maintain and support knowledge management systems
  • Support users with process knowledge and case-specific routing
  • Problem Management: recognize trends/identify general technical issues and work on solutions in alignment with HQ and developers
  • Informing front desks worldwide about downtimes
  • Identify weaknesses in the processes or tools and create awareness
  • Identify problems that can affect the processes and escalate accordingly
  • Communicating and functioning as an intermediary between Headquarters, Market Performance Centers, retail network, and other departments
  • Support improvement processes in order to sustain the desired quality level within the company

Requirements:
  • Excellent communication skills (B2C and B2B)
  • Fluent English, both written and spoken
  • Advanced troubleshooting skills
  • Experience in providing technical support
  • Affinity with vehicle technology (e.g. telematics systems) will be an asset
  • Ability to identify, analyze and resolve problems over the phone with involved partners
  • Proficient understanding of relationships between internal and external processes
  • Advanced knowledge of interactions between tools and support systems
  • Act as a "brand ambassador"

What We Offer:
  • Starting salary of €2.885,- gross based on 40 hours
  • A competitive performance-based salary growth;
  • Company result-oriented bonuses;
  • A holiday allowance: 8% of annual salary;
  • Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
  • 200 vacation hours;
  • Collective health insurance at discounted rates;
  • Lucrative relocation package. If applicable, you will be reimbursed for the first arrival, housing fee & moving costs;

Working Hours:
This position is on a full-time basis (40 hours per week) and the department is open 24/7. This means you will work in shifts and of course get shift allowance for working nights and weekends.

Training & Onboarding:
We provide an extensive 4 week initial training period and a follow-up buddy program in a dedicated onboarding team to help you fit in. The training period is, of course, paid for. Furthermore we help you to settle in. We help you meet other colleagues outside of work via our incredible social club that organizes cool activities such as language courses, weekly sports activities and cultural events in the city. We also offer an excellent relocation package, which takes care of your initial travel and accommodation expenses for the first six weeks.

Location:
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent. Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

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