Vacature Technical Support

Technical Support in Maastricht

The organisation

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The function

For our Retail Service Department we are currently recruiting candidates wanting to work in (and if necessary relocate to) the beautiful city of Maastricht.

Maastricht is 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 travelling 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’s easy to feel at home.

As part of Retail Service, XENTRY User Helpdesk is the first point of contact for delivering worldwide assistance to the retailer network and external entities (e.g. independent workshops) using applications, diagnostic equipment and software.

Tasks and responsibilities of the XENTRY Support User Helpdesk ( UHD) are:

• Handle incoming work (email, tickets) from B2B customers and respond to the queries in a timely and professional manner in English
• Analyze and investigate issues making use of acquired knowledge and available tools
• Provide information and assistance with regards to XENTRY Hardware and Software, coordinate repair and exchange-service of the diagnostic equipment, investigate problems related to the installation of updates on components, provide support in case of issues with initial network configuration, etc.
• Accurately document work related activities in the relevant ticketing system according to established policies and procedures
• If necessary, coordinate with internal stakeholders to resolve complex enquiries and complaints about supported products
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
• Whether required, perform other duties and responsibilities as assigned.

Requirements

You need to have at least:

• (Higher) Vocational work- and thinking level;
• Fluent command of Italian, both written and spoken, as this will be the main language supported;
• Fluency (written and spoken) in English;
• Excellent understanding of customer satisfaction (both B2B and B2C), preferably gained in a similar customer facing role
• Experience in technical support is a must
• Strong affinity with Computers (Windows), including installation of software and configurations of networks;
• Affinity with automotive technology;
• Excellent analytical skills, ability to anticipate on upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements.

As we believe in the strength of doing things together, team work is an essential part of our daily business. Therefore, we aim for candidates with an enthusiastic and inspiring personality.

If you identify yourself with this profile and would like to be part of our successful team, don’t hesitate to apply for the position

We offer

We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

• Starting salary of €2.782,- gross based on 40 hours
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance based salary growth
• Company result oriented bonuses
• Collective health insurance at discounted rates
• Pension plan
• Transportation plan: free bike every 3 years or; free public transport or or; contribution to fuel costs
• A “tailor made” individual development plan

The procedure

Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

Due to data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.