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 .
Responsibilities
What your impact will be:
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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.
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Provide technical support to eScholar customers and help manage incoming support issues through eScholar’s incident management system.
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Identify opportunities to enhance incident intake, issue tracking, reporting, knowledge capture, and workflow efficiency within the incident management system.
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Participate in testing and continuous improvement efforts related to support processes, service workflows, and internal tools.
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Experiment with AI-enabled tools and automation to improve reporting, knowledge management, issue triage, and team productivity.
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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.
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Participate in customer success planning activities, including account reviews, adoption discussions, issue follow-up, and cross-functional coordination to support customer outcomes.
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Participate in functional and technical design sessions.
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Gather end-user requirements for data pipelines, reporting, and operational improvements.
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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.
Requirements
What we are looking for:
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Proficient in SQL
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Experience with AWS Quicksight, Microsoft Power BI, Tableau, and others.
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Experience with Python and other programming languages
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Experience with AWS or Azure cloud-hosted applications
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Experience or strong interest in AI-enabled productivity tools, support operations, process improvement, and customer success/account management functions.
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Experience with version control and functional testing
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Experience with SQL Server, Postgres and Oracle
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Experience creating technical documentation
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Some prior experience with the education sector through internships
Nice to have
What will help you stand out:
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Curiosity about AI tools and automation, and an interest in applying them to improve workflows, reporting, and customer experience
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Interest in support operations, incident management, and continuous process improvement
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Strong analytical and problem-solving skills, with the ability to turn data and feedback into actionable insights
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Interest in customer success and account support, including customer follow-up, engagement tracking, and cross-functional coordination
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Attention to detail and strong verbal and written communication skills
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Ability to work collaboratively and independently
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Pursuing a BA/BS degree in Computer Science or a related field