Intern, Customer Support and Customer Success

Harris Computer; Mississippi; Sur place; USD 30 000 - 34 000; 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 gain hands-on experience with our products, manage incidents, and help optimize processes using AI-enabled tools.

Ideal candidates will be pursuing a BA/BS in Computer Science or related fields, with skills in SQL, Python, and cloud platforms (AWS/Azure). Prior experience in education sector internships is a plus.

Qualifications

• Proficient in SQL and data analysis with experience in relational databases (SQL Server, Postgres, Oracle).
• Experience with data visualization tools (Power BI, Tableau, AWS QuickSight).
• Coding experience (Python) and cloud platforms (AWS or Azure).
• Interest in AI-enabled productivity tools and process improvement.
• Experience with version control and functional testing.
• Prior exposure to the education sector through internships is a plus.

Responsabilités

• Collaborate with Customer Support, Product Management, and Customer Success to understand products and processes.
• Provide technical support and manage incidents via the incident management system.
• Identify opportunities to improve incident intake, tracking, and reporting.
• Participate in testing and continuous improvement of support processes and tools.
• Experiment with AI tools to enhance reporting and productivity.
• Assist in customer success activities including materials, follow-ups, and engagement tracking.
• Support account management through cross-functional coordination and customer reviews.

Connaissances

SQL

AWS Quicksight

Power BI

Tableau

Python

AWS/Azure

AI tools

Version control

SQL Server

Postgres

Oracle

Technical documentation

Education sector internship

Formation

BA/BS in Computer Science or related field

Outils

Git

Testing frameworks

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