Customer Support Business Analyst Intern

## Customer Support Business Analyst Intern Apply:
McConnellsburg, Pennsylvania, United States:
Full time:
Posted Today:
R49501
** About JLG, an Oshkosh company
**** JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.
**** Your Impact:**
* ** Roadmap Development:
** Identify, assess, prioritize, and sequence milestones for the customer support technology roadmap, aligning with our AI strategy and business goals.
* ** Customer Self-Service Success:
** Collaborate with internal teams to drive initiatives that improve customer self-service capabilities and promote ease of use, reducing the need for agent intervention.
* ** Efficiency for Support Agents:
** Analyze current support processes and workflows, identifying opportunities to streamline and automate tasks to increase agent capacity for high-value activities.
* ** AI and Automation:
** Support the integration of "Human in the Loop" AI solutions to balance automation with human oversight in customer support processes.
* ** Agile Development:
** Work within an agile development cycle, participating in sprint planning, backlog grooming, and cross-functional meetings to ensure continuous delivery of key initiatives.
* ** User Interface Enhancement:
** 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.
* ** Knowledge Center Practices:
** Assist in the optimization of knowledge center services, ensuring that both agents and customers can easily access relevant, up-to-date information.
* ** Cross-Channel Expertise:
** Help increase support capacity to develop expertise in new product lines while identifying opportunities to market existing products to new sales channels.
** Minimum Qualifications**
* ** Educational Background:
** Pursuing a degree in Business Analytics, Information Systems, Computer Science, or a related field.
* ** Analytical

Skills:

** Strong analytical skills with the ability to interpret data, create insights, and identify actionable opportunities for improvement.
* ** Technology Aptitude:
** Basic understanding of AI principles, automation tools, and technology integration in customer support settings.
* ** Familiarity with Agile:
** Experience or coursework related to agile project management, sprint planning, or similar methodologies is a plus.
* ** Problem Solving:
** Excellent problem-solving skills, with a proactive approach to identifying bottlenecks and inefficiencies.
* ** Communication:
** Strong written and verbal communication skills, with the ability to present complex ideas clearly to both technical and non-technical audiences.
* ** Teamwork:
** Comfortable working in a collaborative environment with cross-functional teams, including product managers, developers, and customer support agents.
* ** Industry Knowledge:
** Interest in or knowledge of the Construction, Agriculture, and Horticulture industries is a plus.
** Standout Qualifications
*** 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).
*
* What We Offer:

*** 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.
* The following represents general working conditions for this role. Specific conditions may vary depending on business needs and individual circumstances.
** This role combines office-based administrative duties with physical activity in field or production environments.
* In the office setting, tasks may require extended computer use, sitting, and…