Intern, Customer Support and Customer Success

Role Summary

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 .

Responsibilities

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.

Requirements

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

About the Company

What we can offer

Remote work and more!

About Systems & Software

Systems & Software, a subsidiary of Harris Computer and part of Constellation Software, has been serving utilities and municipalities since 1973. Headquartered in Vermont, the company provides the enQuesta CIS platform to manage billing and utility operations for electric, water, gas, wastewater, solid waste, and property taxes. Our solutions enable utilities to manage complex rate structures, streamline operations, and enhance customer service, all without the need for custom code or disconnected systems. With cloud-based deployment, SOC 2 Type II certification, and interoperability with meter data systems, GIS, and financial tools, Systems & Software delivers stability, security, and flexibility that utilities can trust. Our commitment to ongoing investment ensures continuous innovation and a strong partnership with our customers across North America.

About Harris