Case Coordinator, Product Support

MIRATECH Corporation; Tulsa (OK); Vor Ort; USD 40.000 - 60.000; Vollzeit

Zusammenfassung

MIRATECH Corporation is seeking a Case Coordinator - Product Support in Tulsa, OK. You will serve as the first contact for customers with commissioned systems, log cases in Salesforce, and route work to the right teams to ensure prompt resolutions.

You will gather data, monitor handoffs, generate workload reports, and help improve support processes while maintaining professional communication and strong organizational skills.

Qualifikationen

• 3-5 years of administrative, customer service, or equivalent experience.
• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Excellent verbal and written communication skills.
• Professional phone and email manner; calm and solution-focused with frustrated customers.
• Strong clerical and organizational skills.
• Highly organized and detail-oriented while able to understand the big picture.
• Ability to manage multiple tasks simultaneously with precision.
• Ability to learn technical product terminology; familiarity with industrial or emissions equipment is a plus.
• Experience using a CRM or case-management system; Salesforce preferred.
• Willingness to learn and responsibly use AI-enabled tools for reporting and documentation.

Aufgaben

• Monitor and manage incoming customer calls, emails, and other support channels professionally and promptly.
• Gather and record customer information to create and categorize Salesforce case records.
• Distribute and assign documented cases to the appropriate department or resource.
• Generate and prepare reports and summaries related to support cases.
• Monitor cases for aging and overdue actions; follow up as needed.
• Provide case activity updates for planning and reviews.
• Assist in closure documentation with resolution notes and verification.
• Identify trends to improve processes and products.
• Prepare product support-related documentation and updates.
• Participate in internal meetings and report documentation status.
• Respond to routine inquiries and set next steps and timelines.
• Elevate urgent issues (equipment down, safety) immediately per procedures.
• Maintain accurate case records and handoff history in Salesforce.
• Keep routing guidelines and contact lists current.
• Support process improvement projects and other duties as assigned.

Kenntnisse

Customer service

Administrative experience

MS Office

Salesforce

Reports in Excel

Communication skills

Multi-tasking

Ausbildung

High school diploma

Associate or Bachelor's degree preferred

Tools

Salesforce

CRM systems

Pivot tables in Excel

Jobbeschreibung

Reports to: Manager of Product Support

Cooperates with: Customers, Engineering, Quality, Sales, Project Management, Field Services

Primary Responsibility: The Case Coordinator - Product Support serves as an initial point of contact for MIRATECH customers with commissioned systems, receiving support calls and inquiries, creating accurate Salesforce case records, and routing documented cases to the appropriate department or assigned resource. This role maintains case information, monitors handoffs and follow-up activity, and generates reports that provide visibility into support workload and responsiveness. The position blends professional communication and organizational skills, customer support, and cross‑functional collaboration to ensure customer satisfaction and operational excellence.

Specific Duties and Responsibilities:

• Monitor and manage incoming customer calls, emails, and other designated support channels in a professional and timely manner.
• Gather and record relevant customer information to create and categorize documented case records in Salesforce.
• Distribute and assign documented cases to the appropriate department or resource.
• Generate and prepare reports and summaries related to documented product support cases.
• Monitor assigned cases for pending responses, aging, and overdue actions. Follow up with responsible personnel to elevate, if necessary.
• Provide case activity updates to support planning and management reviews.
• Assist case owners with closure documentation by ensuring resolution notes and required verification are recorded before administrative closure.
• Assist in monitoring case and complaint trends (e.g., issue frequency, resolution time, repeat failures) to identify opportunities for process and product improvements.
• Assist product support team with administrative preparation of product support-related documentation.
• Participate in internal meetings as required and provide documentation-related updates.
• Respond to routine customer status inquiries on open cases and set expectations for next steps and follow‑up timing.
• Identify urgent or high-priority issues (e.g., equipment down, safety‑related) and elevate immediately per established procedures.
• Maintain accurate and complete case records, including notes, attachments, and handoff history, in Salesforce.
• Help maintain support procedures, contact lists, and routing guidelines so they remain current.
• Support Product Support projects and process improvement initiatives as needed.
• Other administrative duties as assigned.

Qualifications:

• 3-5 years of prior administrative, customer service, or equivalent experience, or a combination of education and demonstrated knowledge, skills, and abilities.
• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Excellent verbal and written communication skills.
• Professional, courteous phone and email manner, with the ability to remain calm and solution-focused when assisting frustrated customers.
• Strong clerical and organizational skills.
• Highly organized and detail-oriented while able to understand the "big picture."
• Ability to manage multiple tasks simultaneously while maintaining accuracy.
• Ability to prioritize administrative tasks by urgency and importance.
• Ability to learn technical product terminology; familiarity with industrial, engine, or emissions equipment is a plus.
• Ability to exercise sound judgment, handle confidential information, and follow established processes.
• Ability to work collaboratively across departments.
• Proficiency with Windows and MS Office applications (Word, Excel, PowerPoint, Outlook, Teams).
• Ability to build basic reports and summaries in Excel (e.g., formulas, filters, pivot tables).
• Willingness to learn and responsibly use AI‑enabled tools to support reporting and documentation.
• Prior experience using a CRM or case‑management system, Salesforce is preferred.