Customer Support Business Analyst Intern
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 streamlining support agent workflows. The intern will also support the integration of AI solutions, 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 who is eager to learn and contribute to a dynamic team.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Intern
Education Level
Associate degree
