Product Support Case Coordinator

MIRATECH Corporation; Tulsa (OK); On-site; USD 40,000 - 60,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Administrative experience

MS Office

Salesforce

Reports in Excel

Communication skills

Multi-tasking

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

Salesforce

CRM systems

Pivot tables in Excel

Job description

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.