Vacature Technical Specialist 2nd level support mobile apps

Technical Specialist 2nd level support mobile apps in Maastricht

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales. 1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

The function

The Connected Mobility Services (CMS) department merges the digital and technical world with our passion for delighting our customers. We dedicate our services to always find customer-centric solutions that not only exceed our customers’ expectations but also delight them with our knowledge and support during the process. Nowadays the whole world revolves around technology. Mercedes-Benz vehicles are no exception! We are the first automotive company to introduce an app that enables customers to solve queries they have about their car: the Mercedes-Me app. We have a dedicated international team that provides an excellent level of customer service for B2B and B2C users of the app.

As a Technical Specialist at CMS Back Desk, you will work in an international team that provides 2nd level support Worldwide in the connected mobility eco-system of Mercedes-Benz. As the technological environment is ever-changing, it is important to us that you enjoy working in a dynamic and innovative department:

• 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

We are looking for experienced IT skilled colleagues with an eye for detail. Do you like to work in teams and be involved in many cases and subgroups?

Furthermore, you have the following skills and competencies:

• 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”
• Nice to have: advanced MS Office and coding skills

We offer

We offer you:

• 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.
• It is important to be somewhere you feel you can grow! We offer opportunities that enable you to develop yourself professionally.

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.

Shift allowance:

Monday - Friday 20h00 – 22h00 25%

Monday - Friday 22h00 – 07h00 50%

Saturday 50%

Sunday    100%

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.
• 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.

The procedure

Does all of this sound appealing to you? If so, we want to hear from you. What are you waiting for? Please use the link to apply with your C.V. and motivation letter in English.

For data privacy reasons we do not handle any applications sent by email.

The first step in the selection process is an interview with one of our recruiters. The second and last step will be an assessment with the hiring manager of the department present as well.