Oorspronkelijke vacature omschrijving:

The organisation

Who are we?

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.

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 (such as Mercedes me, smart ready-to, smart EQ, etc..) 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 considering both 1st level and 2nd level support. 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 Mercedes-Benz Digital House Technical Specialist, you will be the 1st point of contact to our Dealers, local markets, our headquarters in Stuttgart, and other agencies and act as a subject-matter expert by supporting the users that update the content on our websites.

How exactly will you operate?

• accepting incoming support requests, incidents, and problems related to website support/web development (using Jira & AEM tools mainly)
• identifying weaknesses in our processes or tools and create awareness
• registering all activities in the ticketing tool in English
• troubleshooting
• identifying problems that can affect our processes and escalating them accordingly
• resolving reported issues according to pre-defined use cases
• reporting undefined issues to higher level

Requirements

Who are you?

• have a Technical or IT Support Background
• preferably know how to work with ticketing systems (like Jira) & content management systems (like AEM)
• possess excellent communication skills
• are fluent in English, a second European language would be an asset
• are able to identify, analyze and resolve problems over the phone, tickets, and mail with involved partners
• can handle the interaction between tools and support systems

We offer

What do we offer?

• Starting salary linked to this position is € 2.523 gross (based on 40 hours per week), which would be € 2.024 net. Depending on the schedule, a shift allowance comes on top.
• 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) in a 24/7 shift rotation.

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. 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.