AI-Driven Customer Support Analyst Intern

Oshkosh Corporation, Inc.; McConnellsburg (PA); Hybrid; USD 25,000 - 51,000; Full time

Job summary

JLG, an Oshkosh company, is seeking a Customer Support Business Analyst Intern to help shape the customer support technology roadmap and enable smarter self‑service options. You will work with product managers, developers, and support agents in a global organization to balance automation with human oversight.

You will gain hands‑on experience in an agile environment, contributing to knowledge management, data analysis, and tool integrations that improve agent efficiency and customer outcomes

Qualifications

• Pursuing a degree in Business Analytics, Information Systems, Computer Science, or a related field.
• Strong analytical skills with the ability to interpret data, create insights, and identify actionable opportunities for improvement.
• Basic understanding of AI principles, automation tools, and technology integration in customer support settings.

Responsibilities

• Identify, assess, prioritize, and sequence milestones for the customer support technology roadmap, aligning with our AI strategy and business goals.
• Collaborate with internal teams to drive initiatives that improve customer self‑service capabilities and promote ease of use, reducing the need for agent intervention.
• Analyze current support processes and workflows, identifying opportunities to streamline and automate tasks to increase agent capacity for high‑value activities.
• Support the integration of "Human in the Loop" AI solutions to balance automation with human oversight in customer support processes.
• Work within an agile development cycle, participating in sprint planning, backlog grooming, and cross‑functional meetings to ensure continuous delivery of key initiatives.
• Contribute to the development of a "single pane of glass" interface for agents, ensuring they can access all necessary tools and information in one place.
• Assist in the optimization of knowledge center services, ensuring that both agents and customers can easily access relevant, up‑to‑date information.
• Help increase support capacity to develop expertise in new product lines while identifying opportunities to market existing products to new sales channels.

Skills

Analytical skills

Communication skills

Problem solving

Education

Pursuing a degree in Business Analytics, Information Systems, Computer Science, or a related field.

Tools

Zendesk

Salesforce

Tableau

Power BI

JIRA

Confluence

Job description

JLG, an Oshkosh company, is seeking a Customer Support Business Analyst Intern to help shape the customer support technology roadmap and enable smarter self‑service options. You will work with product managers, developers, and support agents in a global organization to balance automation with human oversight.

You will gain hands‑on experience in an agile environment, contributing to knowledge management, data analysis, and tool integrations that improve agent efficiency and customer outcomes