Technical Specialist OneEntry Service Desk Team

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

Our Mercedes-Benz OneEntry Service Desk team , based in Maastricht, is part of the Omni-channel Commerce department operating across Stuttgart, Lisbon, and Berlin. Since our launch in January 2020, we've expanded from three to 23 products, reflecting our adaptability and growth. We handle a wide array of service requests and incidents globally, ensuring effective ticket resolution and maintaining an extensive knowledge base. By taking over basic tasks from product teams, we contribute to timely and effective resolutions. Our dedication ensures seamless, secure online interactions for Mercedes-Benz customers, upholding a gold standard in support and service.

As our Technical Specialist I , you will be part of international team. In cooperation with this incredible team, you will share the responsibility of bridging the gap between business and IT to deliver a top-tier online customer experience for Mercedes-Benz passenger car customers.

Together you will face challenges such as:

Technical Support:

• Provide first-line technical support for website issues, including troubleshooting and resolving errors.
• Assist users with website-related inquiries and guide them through solutions or escalate issues as needed.

CMS Issue Analysis:

• Analyze and address issues within the content management system (CMS), including content formatting, functionality, and integration problems.
• Use basic HTML skills to diagnose and resolve issues related to website content and layout.
• Collaborate with the content team to ensure timely and accurate updates to the website.

Ticket Management:

• Manage and track support tickets using the Jira web application, ensuring timely resolution of reported issues.
• Document ticket details, including steps taken, resolutions provided, and any relevant follow-up actions.
• Prioritize and escalate tickets based on urgency and impact on business operations.

Collaboration and Communication:

• Work closely with higher levels of the support chain, including developers, content creators, and other team members to resolve complex technical issues.
• Communicate effectively with end-users to understand their issues, provide updates, and deliver solutions.

Continuous Improvement:

• Provide feedback on recurring issues or inefficiencies and suggest improvements to enhance support processes.

Requirements

Profile Must-Haves:

Education/Experience:

• Studies in IT, Computer Science, or a related field; or equivalent experience.
• At least 1-2 years of experience in a technical support role, with a focus on websites or web shops.

Technical Skills:

• Basic proficiency in HTML and CSS is needed.
• Experience with Jira (or similar ticketing systems) is a must.
• Experience with Adobe Experience Manager content management systems is a plus.

Soft Skills:

• Strong problem-solving abilities and attention to detail.
• Excellent verbal and written English communication skills.
• Ability to manage multiple tasks and prioritize effectively.

Other:

• Strong customer service orientation and a proactive approach to resolving issues.
• Ability to work both independently and as part of a team in a fast-paced environment.
• Willing to work in shifts; 24/7 rotation.

Profile Nice-to-Haves:

• Experience working with SAFe methodology.
• Analytical mindset.
• Ability to see challenges where others see problems.
• Self-managerial and willing to go the extra mile.
• Proficiency in additional languages is a plus.

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 from 08.00-20.00h. There is a possibility that in the far future, there will even be 24/7 support.

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.

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.

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.