BUSINESS SUPPORT SPECIALIST

Would you like to join an international atmosphere and being involved in projects across Europe and with impact worldwide having the opportunity to consolidate your career? This is your opportunity!We are looking for several Business Support Specialists to join our team in our Málaga office!Within the New Mercedes-Benz Delivery HUB Europe - Retail of the Future supporting the strategic Mercedes Benz Program we need several Business Support Specialists.Description of role and responsibilitiesInvestigate and resolve promptly incidents and inquiries related to the sales journey performed by the agents or sales representatives, ensuring minimal disruption to services.Document process updates and incident resolutions for 1st level support, maintaining a shared knowledge base for use in tools like chatbots.Analyze incident data to identify patterns, gaps, and areas for potential improvement in the support process.Communicate identified risks and issues directly to the Service Manager in a timely manner.Generate regular reports on the status, trends, and overall performance of the support service.Collaborate with cross-functional teams to implement process improvements and resolve complex incidents.Train and support 1st level support staff by providing them with updated documentation and insights from incident analyses.Participate in the continuous enhancement of the incident management tools and processes.Monitor the effectiveness of incident resolution and make recommendations for improving response times and customer satisfaction.Stay current with system information, changes, and updates relevant to the support team, and communicate new process and application releases to end customers (Sales representatives and Market Operations Centers)Education degreeRequired: Customer Service Academic studies (FPs, Certifications for incident management…)Optional: Bachelor´s or Master´s degree in fields such as Business AdministrationTechnical experience3+ years of proven experience in customer support service or incident management.Excellent documentation skills, with experience in creating and maintaining support knowledge basesFamiliarity with Jira, Confluence, Signavio, SNOW, or other incident management tools and applications.Excellent communication skills, with the ability to convey complex business processes in understandable terms to various stakeholders.Experience with regular reporting and presenting findings in a clear and concise manner.Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.Familiarity with risk management principles and the ability to identify and communicate potential risks.A team player with excellent interpersonal skills and the ability to collaborate effectively.Strong analytical and problem-solving skills, with the ability to monitor and analyze production environments.Experience in process optimization, with a track record of identifying inefficiencies and enhancing current solutions.A collaborative mindset and the ability to work effectively across multiple teams and disciplines.Proven analytical skills, data collection and processing, allowing to identify risks and improvements escalationsEnglish:Fluent in English, both written and spoken.Knowledge of the German, Italian, Portuguese or French language is a plus.We offer you the opportunity to grow in an international and dynamic environment, taking part in new projects.Within our benefits as employee, we provide:Competitive salary + variable compensation60% Mobile workFlexible entering hours30 working days of holidaysAnnual Training PlanMercedes-Benz benefits (Renting plans, employee discount)