Customer Support Business Analyst Intern

About the role

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. As a Customer Support Business Analyst Intern you will provide hands-on experience working on high-impact projects that contribute to business outcomes, along with mentorship from experienced professionals in customer support, technology strategy, and AI. You’ll gain exposure to an agile development environment while building expertise in customer support technology and business analysis within a global heavy equipment manufacturing leader.

Responsibilities

• 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.

Minimum Qualifications

• Pursuing a degree in Business Analytics, Information Systems, Computer Science, or a related field.
• Strong analytical skills with the ability to interpret data, create insights, and identify actionable opportunities for improvement.
• Basic understanding of AI principles, automation tools, and technology integration in customer support settings.

Preferred Qualifications

• Experience or coursework related to agile project management, sprint planning, or similar methodologies is a plus.
• Excellent problem-solving skills, with a proactive approach to identifying bottlenecks and inefficiencies.
• Strong written and verbal communication skills, with the ability to present complex ideas clearly to both technical and non-technical audiences.
• Comfortable working in a collaborative environment with cross-functional teams, including product managers, developers, and customer support agents.
• Interest in or knowledge of the Construction, Agriculture, and Horticulture industries is a plus.