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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Casework User Support Associate - **Company:** American Red Cross - **Location:** Phoenix, AZ, United States - **Experience:** Experienced - **Salary:** $57,816.0 - $64,240.0 - **Contract:** Permanent contract - **Skills:** Computer Terminals, Cisco Nexus Switches - **Published:** August 6, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17838488?backUrl=%2Fcareer%2F17838488%2FCasework-User-Support-Associate-Arizona-Phoenix ## About the Role * Education: Bachelor's degree required. * Experience: Minimum 3 years of related experience or equivalent combination of education and related experience required. * Management Experience: N/a * Skills & Abilities: Ability to work on a team. * Travel: Travel may be required up to 10%. * Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted). ## Description Under limited supervisor, serve as a System Operator to unsure the timely resolution of Technical Exceptions within our casework system of record and workforce submitted IT Tickets related to the successful navigating and functioning or our casework system of record. The Casework User Support Associate serves on a team at the nexus of workforce support and system functionality, ensure that our Red Cross workforce can use our casework system of record as designed to successfully support disaster-affected individuals and households. In this role, the Casework User Support Associate will report to the Supervisor, Casework User Support. Responsibilities include supporting casework user support, as well as working with staff and volunteers, and supporting the development of casework user support procedures, tools, and training. *This is a term-limited position, with an end date of June 30, 2027. Position extension is based on business need. WHERE YOUR CAREER IS A FORCEFORGOOD (Key Responsibilities): * Serve as an RC Care System Operator by identifying, solving, and/or escalating specific case and user issues. * Provide direct support to Red Cross Regions and DROs for specific case issues and overall case processing trends. * Support resolution of IT tickets and RC Care Technical Exceptions. * Support consolidation and tracking of RC Care user support, case processing and client communications, working independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership. * Develop and refine process documentation related to basic RC Care troubleshooting. * Serve on-call rotations to support overnight and weekend casework user support, approximately 1 week of every month Scope: Individual contributor that works under limited supervision and performs their responsibilities during both steady-state and operational-state periods. Applies subject matter knowledge; requires capacity to understand specific needs or requirements to apply skills/knowledge., The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment will consist of moderate noise (i.e. business offices with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time. DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. ## Related Videos - [A Lifetime in Games: The Past, Present and Future of the Industry](https://www.wearedevelopers.com/videos/202-a-lifetime-in-games-the-past-present-and-future-of-the-industry) - [A Brief History of Data Storage](https://www.wearedevelopers.com/videos/974-a-brief-history-of-data-storage) - [WeAreDevelopers LIVE - Demo Time, Live Coding, End-to-End Testing and more](https://www.wearedevelopers.com/videos/1713-wearedevelopers-live-demo-time-live-coding-end-to-end-testing-and-more) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [How to Write a CV and Interview if You Don't Fully Qualify For The Job](https://www.wearedevelopers.com/magazine/183-how-to-write-a-cv-and-interview-if-you-don-t-fully-qualify-for-the-job) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv)