Intern, Customer Support and Customer Success

Harris Computer; Delaware; Sur place; USD 30 307 - 34 440; Plein temps

Résumé du poste

eScholar is seeking a Customer Support/ Customer Success Intern to participate in rotations across Customer Support, Product Management, and Customer Success. You will work with Support, PM, and CS teams to understand products and internal processes, provide technical support, and help optimize incident workflows.

You will gain exposure to data pipelines, reporting, and AI-enabled productivity tools while supporting customer success activities and cross-functional coordination.

Qualifications

• Pursuing a BA/BS degree in CS or related field.
• Strong SQL and data analysis skills.
• Experience with BI tools (Power BI/Tableau) and cloud platforms (AWS/Azure).

Responsabilités

• Collaborate with Support, PM, and CS teams to learn product and processes.
• Provide technical support and manage incidents in the ticket system.
• Help improve incident intake, tracking, and reporting workflows.
• Assist testing and improvement of support processes and tools.
• Explore AI-enabled tools to boost reporting and productivity.
• Support customer success activities, including materials and engagement tracking.
• Participate in customer success planning and account coordination.
• Gather end-user requirements for data pipelines and reporting.
• Analyze source system data to find quality issues and fix ETL routines.

Formation

BA/BS in Computer Science or related field

Outils

AWS

Azure

Power BI

Tableau

SQL Server

PostgreSQL

Oracle

Git

Description du poste

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: $22.00 - $25.00 USD per hour