Customer Support Business Analyst Intern

JLG, an Oshkosh company, provides equipment, training, and support solutions for the access industry. The Customer Support Business Analyst Intern will help develop the customer support technology roadmap, improve self-service capabilities, streamline workflows, support AI and automation initiatives, and contribute to agile development and knowledge center practices.

What you'll do:

• 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

What they're looking for:

• * **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
• * **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
• * 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 attending meetings
• * Field or floor work may involve walking across various terrains or shop floors, standing, moderate lifting (up to 50 pounds), climbing stairs, and exposure to varying temperatures or noise levels
• * Must be able to shift focus between detailed cognitive work and occasional physical tasks as needed
• * Experience with customer support platforms (e.g., Zendesk, Salesforce)
• * Exposure to AI-driven customer support tools, such as chatbots or automated ticketing systems

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.