Customer Care Coordinator at Eurowag

, , Slovenia -

Full Time

Start Date

Immediate

Expiry Date

13 Aug, 26

Salary

0.0

Posted On

15 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Diagnostics, Customer Service, CRM Management, Data Analysis, English Proficiency, MS Office, Telematics, IT Helpdesk, GPS Technology, SIM Connectivity, Vehicle Electronics, Ticketing Systems, Remote Support, Case Management, Cross-Department Collaboration

Industry

Financial Services

Description

The Customer Care Coordinator provides timely, accurate, and customer‑oriented Level 1 technical assistance. The role focuses on troubleshooting, diagnostics, and resolving issues related to hardware, software platforms, and integrated services. As the first technical point of contact, the Customer Care Coordinator handles incoming customer requests, working in parallel with the Customer Success team. This position ensures high‑quality, technically focused support for all technology‑related customer inquiries and contributes to a seamless customer experience across all support channels. * Strong technical aptitude and interest in telematics, IT systems, or automotive technology. * Excellent communication skills and customer‑oriented mindset. * Good command of English (written and spoken). * Proficiency in MS Office (Word, Excel). * Ability to analyse data and solve problems independently. Special skills and competencies (optional) * Experience with CRM or ticketing systems (Salesforce preferred). * Previous experience in technical support, IT helpdesk, or telematics. * Understanding of GPS technology, SIM connectivity, or vehicle electronics. * Ability to work under pressure and manage multiple tasks simultaneously. Technical Troubleshooting & Diagnostics * Provide front‑line technical support via phone and email. * Record and manage all reported issues in Daktela/JIRA/Salesforce Service Cloud(ticketing system) * Perform remote diagnostics for all installed hardware (GPS units, modems, antennas, accessories). * Analyse and validate customer data in CRM, AdminSoft and other backend systems. * Diagnose and resolve the majority of customer reported issues (approximately 75–80%) using advanced product knowledge, technical expertise, and direct system access. * Identify root causes of technical issues and propose corrective actions. * Support customers with: - Client portals - Mobile applications - Third‑party integrations Systems & Tools Daily work includes the use of: * 3CX/Daktela telephone system (dedicated technical support queue) * Salesforce Service Cloud/JIRA/Daktela (ticketing) * CRM(customer data) * AdminSoft (backend diagnostics & data validation) * Microsoft Navision 2016 (service cases, documentation) * SIM provider platforms (connectivity checks) * Demo equipment for testing and reproducing issues Service Case Management * Create service/repair orders in Navision when remote troubleshooting is unsuccessful. * Document diagnostics results and provide repair recommendations for installers. * Record all customer‑reported changes to vehicle data or installed equipment. * Maintain internal documentation for ad‑hoc interventions performed without a formal work order. Cross‑Department Collaboration * Cooperate with Operations to provide additional technical data to Sales or customers. * Share insights about recurring issues, installation problems, or customer‑specific requirements. * Work closely with Level 2 Support and Sales on complex cases or special customer requests. * Support customer onboarding by explaining system functionalities and technical requirements. Customer Communication * Operate a dedicated technical support phone line (08:00–17:00 on weekdays). * Provide clear, professional, and customer‑friendly communication. * Guide customers through troubleshooting steps and system usage. * Ensure timely updates and follow‑ups on open tickets. Quality, Compliance & Continuous Improvement * Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), including resolution rates, response times, and customer satisfaction scores. * Prioritize and manage workload to ensure adherence to defined service standards and escalation procedures. * Contribute suggestions to improve service quality and technical processes. * Immediately report potential risks or emerging technical problems. * Maintain accurate documentation and adhere to internal quality standards. * Participate in ongoing training and stay updated on new products, systems, and technologies. * Follow safety, environmental, and company value guidelines. * Base salary + variable renumeration (quarterly bonus) * System of benefits with an annual budget of 1000 EUR * Holiday allowance (regres, zimski regres) * Meal Allowance: 7.92 EUR per day of presence at work * Commute to Work: 0.14 EUR per km – bus monthly ticket (40 EUR) * 25 days of paid holidays (base) * 1 extra day off for all-company Founder's Day. * Pension Contributions: After one year of employment with us, the employee is entitled to a pension contribution supplement currently amounting to 31.64 EUR * Referral Rewards through our 'Go Far' scheme. * Learning and development opportunities such as language and functional training, mentoring, coaching * Philanthropy project - each employee is entitled to allocate money from the Eurowag fund to a charitable organization or cause of their choice * Teambuilding

Responsibilities

Provide Level 1 technical support and remote diagnostics for hardware and software related to telematics and automotive technology. Manage service cases through ticketing systems and collaborate with internal teams to resolve complex customer issues.