Intern, Customer Support and Customer Success

Harris Computer; Indiana (PA); Sur place; USD 30 307 - 34 440; Temps partiel

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 cross-functional teams to learn products, assist with incident management, and help optimize processes using AI-enabled tools.

This internship emphasizes data-driven problem solving, collaboration, and hands-on experience with SQL, BI tools, and cloud platforms.

Qualifications

• Proficient in SQL and data analysis for supporting customers.
• Experience with BI tools (Power BI/Tableau) and ETL processes.
• Familiarity with cloud platforms (AWS/Azure) and AI-enabled productivity tools.
• Experience or interest in AI tools, support operations, and customer success.
• Comfort with version control and basic testing practices.
• Prior exposure to education sector internships is a plus.

Responsabilités

• Work with Customer Support, Product Management, and Customer Success to learn products and processes.
• Provide technical support to customers and manage incidents.
• Identify opportunities to improve incident intake, tracking, reporting, and knowledge capture.
• Engage in testing and improvement of support processes and tools.
• Experiment with AI-enabled tools to boost reporting and productivity.
• Assist with customer success activities, such as materials, follow-ups, and engagement tracking.
• Participate in customer success planning, including reviews and action follow-ups.
• Attend design sessions and gather end-user requirements for data pipelines and ETL improvements.
• Analyze source data for quality issues and address them in ETL routines.

Connaissances

SQL

Python

AI tools

Version control

Analytical thinking

Customer focus

Formation

BA/BS in Computer Science or related field

Outils

AWS Quicksight

Power BI

Tableau

AWS/Azure

Git

SQL Server

PostgreSQL

Oracle

ETL knowledge

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