External users cannot see internal systems, so when a Tier I KC agent cannot resolve an issue, the Coordinator determines the correct resolver group, ensures the ticket is complete and correctly prioritized, tracks it to resolution, and manages communication back to the external user through the email-based Customer-Confirmed Ticket Closure process. Serve as the senior technical decision-maker within Tier I, analyzing the most complex incidents and service requests to determine root cause and business impact, and deciding resolution strategy, priority, and escalation across Tier II, Tier III, and specialized resolver groups.