Intern, Customer Support and Customer Success

Location: Utah

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