Intern, Customer Support and Customer Success

About this role

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

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