Customer Support Analytics Intern — AI & Automation

Oshkosh Corporation, Inc.; McConnellsburg (PA); On-site; USD 25,000 - 51,000; Part time

Job summary

JLG, an Oshkosh company in McConnellsburg, PA, seeks a Customer Support Business Analyst Intern to gain hands-on experience on high‑impact projects aligning AI strategy with business goals.

You will identify milestones, collaborate across teams, analyze support workflows, help develop a single‑pane‑of‑glass agent interface, and assist in knowledge center optimization to increase agent capacity.

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.
• Experience or coursework related to agile project management, sprint planning, or similar methodologies is a plus.
• Excellent problem-solving skills, with a proactive approach to identifying bottlenecks and inefficiencies.
• Strong written and verbal communication skills, with the ability to present complex ideas clearly to both technical and non-technical audiences.

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.

Skills

Analytical skills

Communication skills

Agile experience

Problem-solving

AI concepts

Education

Business Analytics/IS/CS degree

Tools

Zendesk

Salesforce

Tableau

Power BI

JIRA

Confluence

Job description

JLG, an Oshkosh company in McConnellsburg, PA, seeks a Customer Support Business Analyst Intern to gain hands-on experience on high‑impact projects aligning AI strategy with business goals.

You will identify milestones, collaborate across teams, analyze support workflows, help develop a single‑pane‑of‑glass agent interface, and assist in knowledge center optimization to increase agent capacity.