Intern, Customer Support And Customer Success

Job Title

eScholar Customer Support is looking for an exceptional talent to become our Customer Support/ Customer Success Intern. In this role, our intern will participate in rotations with focus areas: Customer Support, Product Management, and Customer Success.

What your impact will be:

• Work closely with the Customer Support, Product Management, and Customer Success teams to develop a sound understanding of eScholar products, customers, and internal operating processes.
• Provide technical support to eScholar customers and help manage incoming support issues through eScholar's incident management system.
• Identify opportunities to enhance incident intake, issue tracking, reporting, knowledge capture, and workflow efficiency within the incident management system.
• Participate in testing and continuous improvement efforts related to support processes, service workflows, and internal tools.
• Experiment with AI-enabled tools and automation to improve reporting, knowledge management, issue triage, and team productivity.
• Support Customer Success and account management activities such as preparing customer materials, tracking follow-up items, monitoring customer engagement, and helping coordinate internal and customer-facing actions.
• Participate in customer success planning activities, including account reviews, adoption discussions, issue follow-up, and cross-functional coordination to support customer outcomes.
• Participate in functional and technical design sessions.
• Gather end-user requirements for data pipelines, reporting, and operational improvements.
• Use various applications to analyze source system data and identify data quality issues and anomalies that must be corrected and/or handled in ETL routines.

What we are looking for:

• Proficient in SQL
• Experience with AWS Quicksight, Microsoft Power BI, Tableau, and others.
• Experience with Python and other programming languages
• Experience with AWS or Azure cloud-hosted applications
• Experience or strong interest in AI-enabled productivity tools, support operations, process improvement, and customer success/account management functions.
• Experience with version control and functional testing
• Experience with SQL Server, Postgres and Oracle
• Experience creating technical documentation
• Some prior experience with the education sector through internships

What will help you stand out:

• Curiosity about AI tools and automation, and an interest in applying them to improve workflows, reporting, and customer experience
• Interest in support operations, incident management, and continuous process improvement
• Strong analytical and problem-solving skills, with the ability to turn data and feedback into actionable insights
• Interest in customer success and account support, including customer follow-up, engagement tracking, and cross-functional coordination
• Attention to detail and strong verbal and written communication skills
• Ability to work collaboratively and independently
• Pursuing a BA/BS degree in Computer Science or a related field

Pay rate:

Pay rate: $22.00 - $25.00 USD per hour

Skills:

• Amazon Web Services (AWS)
• Analysis Skills
• Application Hosting
• Artificial Intelligence (AI)
• Automation
• Cloud Applications
• Communication Skills
• Computer Science
• Continuous Improvement
• Cross-Functional
• Customer Acquisition
• Customer Experience
• Customer Relations
• Customer Service Management
• Customer Support/Service
• Customer/Client Research
• Data Analysis
• Data Management
• Data Quality
• Database Extract Transform and Load (ETL)
• Detail Oriented
• Functional Testing
• Identify Issues
• Incident Management
• Knowledge Management
• Microsoft Product Family
• Microsoft SQL Server
• Microsoft Windows Azure
• Operational Improvement
• Operational Support
• Operations Management
• Operations Processes
• Oracle
• PostgreSQL
• Power BI
• Presentation/Verbal Skills
• Problem Solving Skills
• Process Improvement
• Product Support
• Programming Languages
• Python Programming/Scripting Language
• SQL (Structured Query Language)
• Sales Management
• Source Code/Configuration Management (SCM)
• Systems Analysis
• Tableau
• Team Player
• Technical Support
• Technical Writing
• Technical/Engineering Design
• Writing Skills

Company:

Company: Harris Computer Systems