Customer Support/ Customer Success Intern

Job Description

Intern, Customer Support and Customer Success | Harris Computer

The Tone:
This is an internship at Harris Computer, focusing on eScholar products. Harris Computer builds specialized software solutions, and this role is crucial for enhancing customer support, improving operational processes, and contributing to overall customer success for eScholar customers. The intern will gain hands-on experience across multiple functions, directly impacting customer satisfaction and product quality.

The TL;DR
• Role: Internship
• Location: Arkansas, United States
• Pay: $22–$25 hourly
• Team: Customer Support, Product Management, and Customer Success teams
• Mission: To support eScholar customers, improve internal processes through data analysis and AI, and contribute to customer success initiatives across eScholar products.
• Tech Stack: SQL, AWS Quicksight, Microsoft Power BI, Tableau, Python, AWS, Azure, version control, SQL Server, Postgres, Oracle

What You’ll Actually Do
• Product & Process Immersion: Work closely with Customer Support, Product Management, and Customer Success teams to build a strong understanding of eScholar products, customers, and internal operating processes.
• Incident Management & Support: Provide technical support to eScholar customers and manage incoming support issues through the eScholar incident management system.
• Workflow & Efficiency Enhancement: Identify opportunities to enhance incident intake, issue tracking, reporting, knowledge capture, and overall workflow efficiency.
• AI Tools & Productivity: Experiment with AI-enabled tools and automation to improve reporting, knowledge management, issue triage, and team productivity.
• Customer Success Contribution: Support customer success and account management activities by preparing materials, tracking engagement, coordinating actions, and participating in planning discussions.

The Must-Haves
• Background: Entry-Level. Some prior experience with the education sector through internships.
• Experience: Proficient in SQL; experience with AWS Quicksight, Microsoft Power BI, Tableau; experience with Python and other programming languages; experience with AWS or Azure cloud-hosted applications; experience with version control and functional testing; experience with SQL Server, Postgres and Oracle; experience creating technical documentation.
• Skills: Strong analytical and problem-solving abilities; capable of analyzing source system data to identify quality issues; proficient in multiple database technologies; able to create clear technical documentation.
• Bonus: Curiosity about AI tools and automation for workflow improvement; interest in support operations, incident management, and continuous process improvement; interest in customer success and account support; strong attention to detail and verbal and written communication skills; ability to work collaboratively and independently; pursuing a BA/BS degree in Computer Science or a related field.