C1

Case Analyst Intern

C1

internship

Posted on:

Location Type: Remote

Location: United States

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Job Level

Entry Level

Tech Stack

Tableau

About the role

  • Reads and comprehends customer handling instructions in the ticketing system
  • Logs into assigned splits/queues to answer designated calls into the Managed Service and Support Center (CSC)
  • Creates Ivanti cases to track all customer-related work received
  • Follows up with customer contacts to ensure satisfactory completion of work
  • Ensures compliance with designated contracts for managed services customers
  • Manages internal resources and business partners to meet contractual SLA requirements
  • Triages calls, emails, and work requests by severity, gathers appropriate initial information, and begins the resolution process; completes work when possible
  • Utilizes Power BI reports to monitor and analyze customer support metrics such as: Technician and resource utilization, Ticket hygiene (accuracy, completeness, and timeliness of case updates), SLA performance trends, Ticket backlog and volume patterns
  • Identifies data-driven opportunities to improve efficiency, customer experience, and service quality
  • Prepares and presents analytic findings to management to support decision-making related to staffing, workload balancing, and team skill development
  • Assists with maintaining data integrity in reporting tools and recommending enhancements to analytics dashboards
  • Supports continuous improvement by recognizing recurring issues and proposing actionable insights based on data patterns

Requirements

  • Experience working in an external customer-facing environment for support
  • Strong computer skills and working knowledge of general business applications, including MS Word and Excel
  • Excellent oral and written communication skills in English
  • Ability to demonstrate high standards of conduct and ethics as well as sound judgment, independence, and discretion
  • Strong analytical, interpersonal, and relationship‑building skills
  • Strong work ethic and personal drive to excel
  • Strong sense of urgency and commitment to get the job done
  • Strong negotiation, coordination, and conflict resolution skills
  • Ability to use (and learn new) complex systems, technologies, and applications
  • Ability to adapt to change quickly and multi‑task
  • Basic understanding of data analytics concepts and willingness to learn tools such as Power BI (New)
  • Junior or senior status in a degree program at a 4‑year accredited college/university
  • Pursuing a bachelor’s degree in business, data analytics, information systems, or related field
  • Minimum cumulative 3.2 GPA
  • Exposure to data visualization or reporting tools (e.g., Power BI, Tableau, Excel analytics features) is a plus (New)
Benefits
  • Ability to handle multiple priorities and demands in a fast-paced environment
  • This job operates in a professional office environment.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analyticsdata visualizationticketing systemcustomer support metricsSLA performancedata integrityanalytical findingscase managementcustomer handlingreporting tools
Soft Skills
communication skillsinterpersonal skillsrelationship-buildinganalytical skillswork ethicnegotiation skillsconflict resolutionadaptabilitymulti-taskingsound judgment