Case Coordinator, Product Support

MIRATECH Corporation•Tulsa, OK

About The Position

The Case Coordinator - Product Support is an initial point of contact for MIRATECH customers with commissioned systems. The role receives support calls and inquiries, creates accurate Salesforce case records, and routes documented cases to the appropriate department or assigned resource. It maintains case information, monitors handoffs and follow-up activity, and generates reports to provide visibility into support workload and responsiveness. The position combines customer support, professional communication, organization, and cross-functional collaboration to support customer satisfaction and operational excellence. The Case Coordinator monitors incoming customer communications, documents and categorizes cases, follows up on pending or overdue actions, and escalates urgent or high-priority issues according to established procedures. The role also supports case closure documentation, tracks case and complaint trends, prepares product support documentation, maintains procedures and routing information, and contributes to support projects and process improvement initiatives.

Requirements

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.
Excellent verbal and written communication skills.
Professional and 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, with the ability 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.
Ability to exercise sound judgment, handle confidential information, and follow established processes.
Ability to work collaboratively across departments.
Proficiency with Windows and Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams.
Ability to build basic reports and summaries in Excel using tools such as formulas, filters, and pivot tables.
Willingness to learn and responsibly use AI-enabled tools to support reporting and documentation.

Nice To Haves

Associate or bachelor's degree preferred.
Familiarity with industrial, engine, or emissions equipment is a plus.
Prior experience using a CRM or case-management system; Salesforce experience preferred.

Responsibilities

Monitor and manage incoming customer calls, emails, and other designated support channels professionally and promptly.
Gather and record 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 product support cases.
Monitor assigned cases for pending responses, aging, and overdue actions; follow up with responsible personnel and escalate when necessary.
Provide case activity updates for support planning and management reviews.
Assist case owners with closure documentation, ensuring resolution notes and required verification are recorded before administrative closure.
Assist in monitoring case and complaint trends, such as issue frequency, resolution time, and repeat failures, to identify improvement opportunities.
Assist the 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 about open cases and explain next steps and follow-up timing.
Identify urgent or high-priority issues, including equipment-down or safety-related issues, and escalate immediately under established procedures.
Maintain complete and accurate Salesforce case records, including notes, attachments, and handoff history.
Help keep support procedures, contact lists, and routing guidelines current.
Support Product Support projects and process improvement initiatives as needed.
Perform other administrative duties as assigned.