Vacature Technical Support | 2nd level support mobile apps | French

Technical Support | 2nd level support mobile apps | French in Maastricht

About us

We are the Mercedes-Benz Customer Assistance Centre Maastricht. Years of experience and our strong focus on customer centricity have given us the 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 also in support of the retail and logistics organizations.

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

About the team

We handle highly complex services, ensuring that excellence in every interaction is marked by empathy, expertise, and proactive care. Our mission is to prevent, fix & care for customers & partners in Mercedes-Benz (MB), with a service portfolio structured in 3 domains: Customer Advocacy, Technical Support & Customer Success.

Our Technical Support organization offers a dynamic, fast-paced, and complex environment where every day brings new and exciting challenges. Working together, learning and laughing together, and challenging each other form the foundation of our work culture. Our teams deliver technical support within the global Customer Care Center (CCC) framework for MB with a mission to ‘fix’. Guided by a strong problem-solving mindset, we bring deep expertise, maintain close connections across the MB organization, and provide meaningful support and insights to all relevant partners.

We manage technical cases that CCC Front Desks worldwide cannot resolve independently and serve as the backbone of the global support model – anticipating issues early and engaging the right key players at the right time. Our aim is to bring solutions closer to the customer - by actively assisting Front Desks at OSPs worldwide in increasing their first-contact resolution rates, and by progressively taking over selected support activities from n-level teams in RD, MX/D, etc.

These will be your tasks and responsibilities:

• Delivering second-level technical support and resolving complex cases
• Providing specialist support for retail, TEV+, and B2B customers in relation to MB Digital Extras
• Performing advanced troubleshooting
• Coordinating with MB counterparts, including n-levels, to accelerate case resolution
• Conducting qualified trend analyses and managing problem tickets
• Maintaining and overseeing the knowledge base, particularly with respect to Digital Extras
• Supporting new product launches through expert insights and analysis

This is what we are looking for:

We are seeking an enthusiastic, technically oriented and experienced specialist to join and strengthen our team within its Technical Support domain.

• Excellent communication skills (B2C and B2B)
• Fluent French, both written and spoken
• 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, analyse 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

Become part of the Mercedes-Benz CAC and experience the following benefits:

• Multicultural, dynamic, and international work environment
• Attractive salary: €2.981 ross for 40h/week
• Initial training followed by a buddying program for optimal preparation
• Individual development plan for personal & professional growth
• 200 holiday hours (full-time) and 8% holiday allowance
• Annual performance-based salary increases & company bonus system
• Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
• Flexible transport options: free bike, public transport, or allowance
• Discounted collective health insurance
• Non-contributory pension plan (fully paid by the employer)
• Flexible hybrid work model (after onboarding)
  
  

  40 working hours

• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments

Becoming... One of Us

Is this the right position for you? Simply upload your application documents including CV and letter of motivation in English via the Apply button.

For data protection reasons, we cannot accept applications via other channels.