Technical Intern

Unlock Learning for All:
Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to **lead**, the courage to **innovate**, and the determination to **grow**. At our core, we believe in **humanizing** our approach, recognizing that our people are our greatest strength. With a shared vision of **transformation**, we endeavor to shape a brighter future for higher education.

About the Opportunity:
At Ellucian, our internships offer a unique opportunity to learn, grow, and explore your career interests. You'll be immersed in a supportive environment where you can collaborate with experienced professionals, work on meaningful projects and develop your professional brand.

Join our 16-week paid internship program and experience the **#ellucianlife**. You'll gain valuable hands-on experience, develop your professional skills, and have the chance to make a real impact. Our collaborative culture and mentorship opportunities will set you up for success in your career.

**2023 Vault Rankings**

1 Top Ranked for Tech Engineering

1 Top Ranked for Software Engineering

1 Top Ranked for Sales, Marketing, Communications

2 Best Overall Internship

3 Top Ranked for Racial & Ethnic Diversity

4 Top Ranked for LGBTQ + Diversity

5 Top Ranked for Quality of Life

Here at Ellucian, we are motivated by a mission “the power of education to transform lives and change the world”. We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 26 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions into agile, digitally connected campuses that enable student success.

As a Customer Experience Specialist Intern within our Global Support team, you'll play a vital role in enhancing our customer experience. You'll analyze product data, identify trends, and provide actionable recommendations for improvement.

Additionally, you'll:

- ** Prioritize and troubleshoot CXC issues**: Evaluate incoming issues, prioritize them effectively, and provide timely solutions.
- ** Support team operations and projects**: Contribute to the day-to-day operations of the Customer Experience team and assist in various projects.
- ** Create and update content**: Develop and maintain relevant content articles and resources to support team members and internal CXC HUB.
- ** Analyze large datasets**: Utilize data analysis techniques to extract valuable insights and inform decision-making.

To succeed in this role, you should be highly organized, detail-oriented, and have a passion for delivering exceptional customer experiences. You'll also need strong problem-solving skills and the ability to work effectively within a team.

Our goal is to continuously improve our customer experience by streamlining processes, automating tasks, and leveraging available tools. As a Customer Experience Specialist Intern, you'll have the opportunity to contribute to this mission and make a positive impact on our organization.

**Where you will make an impact**
- Will be trained to handle problem recognition, research, resolution, and follow-up for reported user problems, referring more complex and product-specific issues to Managers, or other product teams according to defined processes and procedures.
- Will be trained to log and track customer interactions using problem management software (ServiceNow) and maintain thorough history records and related problem documentation.
- Will be trained to coordinate problem resolution with other team members, escalation resources, other Ellucian product support teams, and Ellucian cloud teams, to ensure open communication of issues and resolutions are achieved promptly.
- Encourage communication of new ideas, solutions, suggestions, and problems through research and implementation of tools and technology to enhance the way we provide services to our employees and customers.

**What will you bring?**
- Professional presence and ability to present concepts, status, and solutions appropriately to peers, and other Ellucian teams.
- Clearly and effectively express ideas verbally and in writing.
- Ability to diagnose and provide detailed steps to reproduce reported issues and coordinate with other internal teams as needed to resolve issues.
- Ability to prioritize tasks, take appropriate action, and work independently.
- Capable of working on multiple projects and priorities in a deadline-driven environment.
- Familiarity with the implementation and use of comprehensive, enterprise-level information management systems