AI-Driven Customer Support Analyst Intern

Oshkosh Corporation, Inc.; Northern (KY); Hybrid; USD 51,577,000 - 106,020,000; Full time

Benefits offered by this job

Hands-on projects

Mentorship from experienced pros

Exposure to Agile development

Job summary

JLG, an Oshkosh company, is seeking a Customer Support Business Analyst Intern for a full-time internship in McConnellsburg, PA. You will help plan the customer support technology roadmap and improve self-service while working within an agile team to enhance agent efficiency and AI-human collaboration.

The role emphasizes cross-functional collaboration, knowledge center optimization, and future product line support across channels in a global manufacturing setting.

Qualifications

• Pursuing a degree in business analytics or related field.
• Strong analytical skills with ability to interpret data and derive insights.
• Familiarity with agile project management and sprint planning.

Responsibilities

• Identify, assess, prioritize, and sequence milestones for the customer support tech roadmap.
• Collaborate to improve customer self-service capabilities and reduce agent interventions.
• Analyze support processes to streamline and automate tasks for higher agent capacity.
• Support AI and automation integration with human oversight in customer support.
• Participate in agile development cycles with sprint planning and backlog grooming.
• Contribute to a 'single pane of glass' UI for agents accessing tools and info.
• Assist knowledge center optimization for agents and customers.
• Help develop cross-channel expertise to expand product line reach.

Skills

Roadmap development

Analytical skills

AI principles

Agile familiarity

Problem solving

Communication

Team collaboration

Industry knowledge

Education

Pursuing degree in Business Analytics, Information Systems, CS, or related field

Tools

Zendesk

Salesforce

Tableau/Power BI

JIRA/Confluence

Job description

JLG, an Oshkosh company, is seeking a Customer Support Business Analyst Intern for a full-time internship in McConnellsburg, PA. You will help plan the customer support technology roadmap and improve self-service while working within an agile team to enhance agent efficiency and AI-human collaboration.

The role emphasizes cross-functional collaboration, knowledge center optimization, and future product line support across channels in a global manufacturing setting.