As part of Retail Service, XENTRY Support is the first point of contact for delivering worldwide assistance to the retailer network and external entities (e.g. independent workshops) using applications, diagnostic equipment and software supplied by Daimler’s aftersales division, Global Service and Parts (GSP/O). Tasks and responsibilities of the XENTRY Support User Helpdesk (UHD) are:
Handle incoming work (phone, email, tickets) from B2B customers 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 with regards to XENTRY Hardware and Software, coordinate repair and exchange-service of the diagnostic equipment, investigate problems related to the installation of updates on components, provide support in case of issues with initial network configuration, etc.
Accurately document work related activities in the relevant ticketing system according to established policies and procedures
If necessary, coordinate with internal stakeholders to resolve complex enquiries and complaints about supported products
Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
Whether required, perform other duties and responsibilities as assigned.