Vacature Technical Support Specialist GSSN+ - XENTRY Business Support

Technical Support Specialist GSSN+ - XENTRY Business Support in Maastricht

The organisation

About us:

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 also in support of the retail and logistics organizations.

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

The function

About the team:

GSSN+ (Global Standard Source for Network Data) is the central source of dealer master data for Mercedes-Benz AG retailers world-wide. As part of the Retail Service portfolio in the Mercedes Benz Customer Assistance Center (MBCAC), the GSSN+ Service Center constitutes the central governance entity for all GSSN+ related issues and inquiries and ensures optimal data quality, provides market consultation and qualification, and serves a first point of contact for all GSSN+ relevant questions and concerns.

The GSSN+ Support Specialist provides a first point of contact for users and market administrators, assisting them with all GSSN+ related questions and concerns.

These will be your tasks and responsibilities:

• Provide timely and high-quality support for inquiries and issues relating to GSSN+ application features and usability
• Create new GSSN+ users according to user request forms and in line with internal processes
• Provide accurate and concise documentation of own work in a ticket based CRM system
• Identify when issues require involvement of 2nd and 3rdlevel support and escalate relevant cases correctly and independently
• Participate in GSSN+ release update testing, feeding back findings to stakeholders
• Assist with GSSN+ data quality checks and continuous improvement measures of product documentation and processes
• Maintain and develop continuous knowledge exchange through network of contacts

Requirements

This is what we are looking for:

• Experience in comparable position of employment and seniority
• Advanced communication skills (B2B)
• Advanced information gathering and analytical skills
• Advanced understanding of contact center processes, main KPIs and workflows
• Fluent in English, both spoken and written, professional proficiency
• Good level of German, both spoken and written
• Experience with CRM based ticket documentation and MS Office Suite
• Ability to recognize priorities and adapt own activities independently according to business needs
• Ability to maintain a positive, customer-centric mindset and professional attitude in time-sensitive, high impact business scenarios
• Innovative, team-focused problem-solving approach and ability to recognize need to involve third parties and escalation levels where required
• IT affinity and understanding of concepts relating to database, API, software testing, user management and data security
• Open mindset and ability to think out of the box
• Willingness to travel for work when required

We offer

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

• Multicultural, dynamic, and international work environment
• Attractive salary: €2.981 gross (approx. €2.583 net) 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

The procedure

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 link.

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