Monitoring Team Intern

CSG

23h•Remote

About The Position

We are looking for an Intern (L1) who will assist in troubleshooting and conducting analysis on L1 support issues, focusing on learning and understanding customer problems. The intern will support the L1 team in managing customer incidents throughout the full lifecycle, regardless of priority. This role involves documenting all incident details accurately in the tracking system, including incident description, customer information, affected product or service components, business impact, workflow, and severity level. The intern will also help review and update escalation procedures, coordinate internal and external bridges when necessary, and escalate incidents internally when they cannot be resolved at the L1 level. Additionally, the role requires maintaining customer maintenance records and support contract details, following up on support cases, working closely with customers, Level 2 teams, and Business Operations, and ensuring compliance with SLAs and OLAs. The intern will also support reporting activities and proper documentation of customer interactions.

Requirements

Currently in their 2nd or 3rd year of a degree in IT or a related field
Strong written and verbal communication skills
Fluent in English
Comfortable working in a team-oriented environment
Can clearly communicate and document technical and non-technical information
Basic knowledge of Microsoft Office tools
Demonstrate a willingness to learn and develop troubleshooting skills
Able to work under supervision with defined processes and procedures

Nice To Haves

Spanish is going to be a plus

Responsibilities

Assist in troubleshooting and conducting analysis on L1 support issues, focusing on learning and understanding customer problems
Support the L1 team in managing customer incidents throughout the full lifecycle, regardless of priority
Document all incident details accurately in the tracking system, including: Incident description and customer information, Affected product or service components, Business impact, workflow, and severity level
Help review and update escalation procedures, including coordinating internal and external bridges when necessary
Escalate incidents internally when they cannot be resolved at the L1 level
Maintain customer maintenance records and support contract details
Follow up on support cases, working closely with customers, Level 2 teams, and Business Operations
Ensure compliance with SLAs and OLAs
Support reporting activities and proper documentation of customer interactions