Case Analyst Intern

C1 Company Overview

C1 is the foremost, single-source provider of advanced communications and data technology for business. This means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions, and more. We are 100% passionate about designing, implementing, managing, and supporting our customers' every need from end to end, so they can focus on what they do best. When it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is 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.

Responsibilities

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, and 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.

Qualifications

Required Qualifications

• 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.

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.
• Minimum cumulative 3.2 GPA.
• Exposure to data visualization or reporting tools (e.g., Power BI, Tableau, Excel analytics features) is a plus.

Key skills/competency

• Customer Service
• Data Analytics
• Power BI
• Technical Support
• SLA Management
• Problem Solving
• Communication Skills
• Microsoft Excel
• Ticket Management
• Reporting