Intern, Customer Support and Customer Success

Harris Computer; Town of Florida (NY); On-site; USD 30,307 - 34,440; Full time

Job summary

eScholar is seeking an exceptional intern for Customer Support / Customer Success. The role offers rotations across Customer Support, Product Management, and Customer Success to build broad product understanding and customer impact.

You will work with cross-functional teams to support customers, manage incidents, and help improve processes and tooling while exploring AI-enabled productivity enhancements.

Qualifications

• Proficiency in SQL and data analysis.
• Exposure to AI-enabled productivity tools and incident management.
• Experience or interest in education sector through internships.
• Familiarity with cloud-hosted applications (AWS/Azure).
• Strong written and verbal communication.

Responsibilities

• Collaborate with Customer Support, Product Management and Customer Success teams.
• Provide technical support and help manage incidents.
• Identify opportunities to improve incident intake, tracking and reporting.
• Assist in testing and improving support processes and workflows.
• Support customer success activities and account coordination.

Skills

SQL proficiency

Python programming

AWS/Azure cloud

Power BI/Tableau

AI tools interest

Version control

Analytical thinking

Documentation skills

Education

Pursuing BA/BS in Computer Science or related field

Tools

AWS Quicksight

Tableau

PostgreSQL

SQL Server

Job description

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