Customer Support Business Analyst Intern

Oshkosh • McConnellsburg, PA

9d • Hybrid

About The Position

JLG, an Oshkosh company, is seeking a Customer Support Business Analyst Intern. This role focuses on improving customer support technology and processes, aligning with the company's AI strategy and business goals. The intern will contribute to roadmap development, enhance customer self-service capabilities, streamline support agent workflows, and support the integration of AI solutions. The position involves working within an agile development cycle, contributing to user interface enhancements, and optimizing knowledge center practices. Additionally, the intern will help increase support capacity and develop expertise in new product lines and sales channels.

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.
• Competitive total rewards package.
• People-first culture.
• Various opportunities to support team member growth and success.

What This Job Offers

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