Customer Support Business Analyst Intern

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 pr