You are viewing a preview of this job. Log in or register to view more details about this job.

Case Analyst Intern

ConvergeOne
Email

Case Analyst Intern at C1

 

Summary

The Case Analyst Intern is responsible for answering phone calls, emails, customer ticketing systems, and monitoring platforms for case creation. This individual will work with customers to provide solutions for technical issues and follow up to ensure work is completed to customer satisfaction.
In addition, the Case Analyst Intern will leverage data analytics — including Power BI dashboards — to monitor operational performance, identify trends, and support management with insights related to utilization, ticket quality, and areas for continuous improvement.

 

Essential Functions

Customer & Case Management

  • 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

Data Analytics & Operational Insights

  • 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

Required Qualifications

  • Must be a U.S. Citizen or Green Card Holder
  • Minimum cumulative 3.2 GPA
  • Available to work 40 hours per week during the Summer
  • 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)

Desired/Preferred Qualifications

  • 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
  • Exposure to data visualization or reporting tools (e.g., Power BI, Tableau, Excel analytics features) is a plus (New)