Intern, Customer Support and Customer Success

Harris Computer; Town of Texas (WI); On-site; USD 30,000 - 34,000; Full time

Job summary

eScholar is seeking an exceptional Customer Support/ Customer Success Intern to participate in rotations across Customer Support, Product Management, and Customer Success. The role focuses on understanding products, assisting customers, and improving internal processes.

You will work with cross-functional teams to manage issues, document workflows, and experiment with AI-enabled tools to boost efficiency and knowledge capture. Prior internship exposure in the education sector is valued.

Qualifications

• Proficient in SQL and data analysis.
• Experience with AWS Quicksight, Power BI or Tableau.
• Programming experience in Python or similar.
• Familiarity with cloud-hosted applications (AWS/Azure).
• Interest in AI-enabled productivity tools and support operations.
• Experience with version control and basic testing.
• Experience with SQL Server, Postgres or Oracle.
• Ability to create technical documentation.
• Some prior experience with the education sector via internships.

Responsibilities

• Work closely with Customer Support, Product Management, and Customer Success teams to understand products, customers, and processes.
• Provide technical support to customers and manage issues in the incident management system.
• Identify opportunities to improve incident intake, tracking, reporting, and knowledge capture.
• Participate in testing and continuous improvement of support processes and tools.
• Experiment with AI-enabled tools to enhance reporting and team productivity.
• Support customer success and account management activities and coordinate actions.
• Participate in customer success planning, account reviews, and cross-functional coordination.
• Attend design sessions and gather end-user requirements for data pipelines and reporting.
• Analyze source system data to identify data quality issues and ETL improvements.

Skills

SQL

AWS Quicksight

Power BI

Tableau

Python

AWS/Azure

AI tools

Version control

SQL Server / Postgres / Oracle

Technical documentation

Education sector experience

Education

BA/BS in Computer Science or related field

Tools

Git

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