Technical support | car software portal | german & english

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.

About the team:

Mercedes-Benz has the ambition to lead in car software. Starting with MB.OS 1.0 the complete vehicle will be updatable over-the-air. The MB.OS SWJ Helpdesk is the first point of contact for the the MB.OS Portal user base. Your designated role involves providing (application-) support to MB.OS Portal users who require a service which is offered on the MB.OS Portal platform.



These will be your tasks and responsibilities:

• Handle incoming work (ServiceNow tickets, Teams phone calls, emails) from B2B users 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 in regards to tools (web applications) and processes; investigate reported problems


• Forward, if necessary, inquiries and incidents to (technical) support teams and liaise with n-levels for resolution of complex topics


• Accurately document work related activities in the relevant ticketing system according to established policies and procedures


• If necessary, coordinate with internal/external stakeholders to resolve complex enquiries and complaints related to the scope of support


• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service


• Whether required, perform other duties and responsibilities as assigned

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