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.

We are seeking a motivated and detail-oriented Customer Support Business Analyst Intern to assist in shaping the future of customer support within a leading heavy equipment manufacturer. This role will focus on supporting our technology roadmap and AI strategy aimed at enhancing customer self-service success and improving the efficiency of our support agents. The ideal candidate will play a key role in driving initiatives that empower support agents to focus on higher-level tasks, improve employee engagement, and increase capacity for expertise development in new products. This internship offers an exciting opportunity to work closely with cross-functional teams and gain experience in technology strategy, AI integration, and agile development cycles, while supporting a range of products within the Construction, Agriculture, and Horticulture industries. You will also contribute to initiatives for expanding sales channels and refining customer support services.

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 products to new sales channels.

Minimum Qualifications

• 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.

• Familiarity with Agile: Experience or coursework related to agile project management, sprint planning, or similar methodologies is a plus.

• 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.

• Industry Knowledge: Interest in or knowledge of the Construction, Agriculture, and Horticulture industries is a plus.

Standout Qualifications

• Experience with customer support platforms (e.g., Zendesk, Salesforce).

• Exposure to AI-driven customer support tools, such as chatbots or automated ticketing systems.

• Basic knowledge of data visualization tools (e.g., Tableau, Power BI) or business analysis tools (e.g., JIRA, Confluence).

What We Offer:

• 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.

WHY JLG, AN OSHKOSH COMPANY?

Moving the future forward is our priority and this includes your future. We encourage professional development and champion our employees’ success through various skills and training opportunities. Named one of the World’s Most Ethical Companies™ by Ethisphere Institute for six consecutive years, everything we do at Oshkosh is guided by our core values and the ~15k+ team members around the world who embody them.

We put people first. We do the right thing. We persevere. We are better together.

Pay Range:

$18.00 - $37.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at [email protected].

Oshkosh Corporation is an Equal Opportunity and Affirmative Action Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.