Vacature Technical Support Representative User Helpdesk | German & English

Technical Support Representative User Helpdesk | German & English in Maastricht

The organisation

Mercedes-Benz is well recognized as industry leader in luxury service and high quality products, pushing the meaning of automobile excellence to new boundaries. You can trace the timeline of Mercedes-Benz all the way back to 1885 when Karl Benz invented the first automobile - cementing Mercedes-Benz a place in history.

We know what you’re thinking, over 100 years is a long time to be in the business. So what’s our secret? We constantly strive to find ways to balance tradition with innovation. Mercedes-Benz Customer Assistance Center, Maastricht is no exception. For the last 25 years our aim has been to provide the best quality customer service not only in Europe but all around the world. But maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company. That is why we are always looking for bright new sparks to join us. If that could be you, read on!

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
• 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;
• Fluency (written and spoken) in German;
• Good command of the English language is needed for training and company language;
• Excellent understanding of customer satisfaction (both B2B and B2C), preferably gained in a similar customer facing role
• 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 between 2693-3463 gross, based on experience
• 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 o 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.