Technical Customer Service Intern (Remote in U.S.)

US Green Building Council

7h•$20 - $25•Remote

About The Position

As an Intern, Technical Customer Service, you will contribute directly to the work of the Technical Customer Service team by supporting real projects that impact our organization and mission. You will report to Director, Technical Customer Service, and collaborate with teams such as Operations, Marketing, HR, Finance, and Technology. During this internship, you will focus on the following problem, opportunity, or research question: How can we better understand the types and drivers of customer support cases in order to identify trends, improve our service processes, and proactively prepare for organizational milestones or events that require increased customer support? This work will support our priority “Advance the digital maturity of products, services, and systems” and help inform future decisions, policies, or improvements. You will also: Gain hands-on experience working on meaningful initiatives Develop professional and technical skills Partner with experienced professionals across teams Lead a defined project with measurable outcomes Expected Outcomes By the end of the internship, you are expected to deliver: Comprehensive Case Type Analysis Report: A research report summarizing findings from a review of customer support case data (including a focused analysis of SPAM case types), and key trends identified across case categories. Actionable Recommendations Framework: A prioritized list of recommendations and process improvement suggestions—developed based on data analysis and stakeholder (SME) engagement—for improving customer support and anticipating needs for upcoming 2027 projects and organizational milestones. TCS SharePoint Complete and optimize the TCS SharePoint site by organizing resources, updating documentation, and ensuring easy access for customer support team members. Customer Support Milestone Planning Toolkit: An updated support plan template or toolkit to guide the customer support team’s participation in future organizational milestones or major events (incorporating lessons learned, best practices, and process documentation). Final Presentation for Intern Showcase: A professional presentation summarizing research, analyses, and recommendations shared with stakeholders and leadership at the end of the internship.

Nice To Haves

Prior internships, research projects, volunteer work, or relevant coursework in n customer service, data analysis, business, information technology, or a related field
Currently pursuing or recently completed a Bachelor’s degree or associate’s degree in Business, Information Systems, Computer Science, Data Analytics, or a related discipline.
Familiarity with: Excel or Google Sheets Customer support ticketing systems (e.g., Zendesk, Salesforce, Freshdesk) Documentation and collaboration tools (e.g., Google Docs, Confluence, Microsoft Office)
Analytical and critical thinking
Written and verbal communication
Organization and time management
Research and data interpretation
Collaboration and adaptability

Responsibilities

Analyze and support customer support processes and case management workflows to improve response efficiency, issue resolution rates, and customer satisfaction
Conduct research on customer case types, trends, and support needs (including SPAM case analysis) and summarize findings for internal stakeholders.
Collaborate with Customer Support, Product, and Subject Matter Experts (SMEs) to gather insights and coordinate deliverables
Track progress and document work using Excel, Salesforce, and internal documentation tools (SharePoint & Notion)
Develop reports, presentations, and written materials for leadership and partners
Participate in team meetings, project reviews, and learning sessions
Support data collection, evaluation, and quality assurance activities
Contribute to improving internal documentation and workflows
Maintain accurate records of weekly hours worked
Prepare and deliver a final project/research presentation