Customer Support Business Analyst Intern

Oshkosh Corporation • Todd Township, PA

9d • $18 - $37 • Hybrid

About The Position

JLG, an Oshkosh company, is seeking a Customer Support Business Analyst Intern. JLG has been a leader in the access market since 1969, providing innovative solutions and equipment globally. This internship offers hands-on experience in developing the customer support technology roadmap, improving customer self-service capabilities, and increasing efficiency for support agents through analysis and automation. The intern will work within an agile development cycle, contribute to a unified agent interface, optimize knowledge center services, and explore new market opportunities. This role is ideal for someone pursuing a degree in a related field with strong analytical and problem-solving skills, and an interest in AI and technology integration in customer support.

Requirements

• Pursuing a degree in Business Analytics, Information Systems, Computer Science, or a related field.
• Strong analytical skills with the ability to interpret data, create insights, and identify actionable opportunities for improvement.
• Basic understanding of AI principles, automation tools, and technology integration in customer support settings.
• Excellent problem-solving skills, with a proactive approach to identifying bottlenecks and inefficiencies.
• Strong written and verbal communication skills, with the ability to present complex ideas clearly to both technical and non-technical audiences.
• Comfortable working in a collaborative environment with cross-functional teams, including product managers, developers, and customer support agents.

Nice To Haves

• Experience or coursework related to agile project management, sprint planning, or similar methodologies is a plus.
• Interest in or knowledge of the Construction, Agriculture, and Horticulture industries is a plus.
• Experience with customer support platforms (e.g., Zendesk, Salesforce).
• Exposure to AI-driven customer support tools, such as chatbots or automated ticketing systems.
• Basic knowledge of data visualization tools (e.g., Tableau, Power BI) or business analysis tools (e.g., JIRA, Confluence).

Responsibilities

• Identify, assess, prioritize, and sequence milestones for the customer support technology roadmap, aligning with our AI strategy and business goals.
• Collaborate with internal teams to drive initiatives that improve customer self-service capabilities and promote ease of use, reducing the need for agent intervention.
• Analyze current support processes and workflows, identifying opportunities to streamline and automate tasks to increase agent capacity for high-value activities.
• Support the integration of "Human in the Loop" AI solutions to balance automation with human oversight in customer support processes.
• Work within an agile development cycle, participating in sprint planning, backlog grooming, and cross-functional meetings to ensure continuous delivery of key initiatives.
• Contribute to the development of a "single pane of glass" interface for agents, ensuring they can access all necessary tools and information in one place.
• Assist in the optimization of knowledge center services, ensuring that both agents and customers can easily access relevant, up-to-date information.
• Help increase support capacity to develop expertise in new product lines while identifying opportunities to market existing products to new sales channels.

Benefits

• Hands-on experience working on high-impact projects that directly contribute to business outcomes.
• Mentorship from experienced professionals in the field of customer support, technology strategy, and AI.
• Exposure to an agile development environment.
• Opportunities to grow and develop expertise in customer support technology and business analysis within a global heavy equipment manufacturing leader.
• Professional development opportunities.
• Skills and training opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern
• Education Level: Associate degree