XENTRY Support is the first point of contact for delivering worldwide support for Aftersales equipment, Diagnostic hardware, applications, software, including administration of access rights, licences etc. The supported entities consist of the Mercedes-Benz retail organisation, local headquarters, internal and external customers. Furthermore, the agent’s role is to liaise with internal/external stakeholders for resolving existing issues.
Escalations are dealt with internally or delegation to Daimler’s after sales division.
B2B Connect/UMAS Support & API Support are new business supporting Independent Service Providers ( Non Daimler entities) and external developers, using Daimelr sofware and applications.
 
Tasks and Responsibilities:

• Resolve incoming support requests, incidents and problems in the required languages.
• Appropriate usage of available resources and documentation of business related activities in relevant system (e.g. ticketing system)
• Identify and escalate complex issues were necessary
• Proactively and continuously monitor workload to ensure timely investigation and response to support requests
• Proactively identify, analyse and resolve or escalate problems and situations applying personal expertise and accrued knowledge
• Provide feedback to business partner influencing product specification and policy
• Signal process change requirements to the relevant stakeholders and business partners
• Build and maintain up to date knowledge of supported businesses