Customer Experience Intern

About Ellucian:
Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

**Values Rooted in Purpose**

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:
For us, an internship is more than just checking a box. It's about learning and developing your skills and exploring your curiosity to figure out what you like or want to do next as you launch your career. You'll be given tools to learn alongside your team and work on relevant projects that make a difference on college campuses, impacting students just like you. We value our interns highly and our program has been highly successful, in fact some of our most senior leaders came-up through our program and have continued to make a mark because of our collaborative and supportive culture.

**2024 Vault Rankings**

1 Tech & Engineering

2 Overall Internship Program

3 Racial & Ethnic Diversity

1 Software Engineering & Development

1 Sales, Marketing, & Communications

4 LGBTQ+ Diversity

5 Quality of Life

At Ellucian, we are seeking a talented intern to join our Global Services Solutions team within our Professional Services department. This role will focus on management of high priority projects and process areas that improve and sustain our Professional Services Units.

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?**
- Recent graduate or student in the last semesters of Business Intelligence, Business Administration or similar careers
- Professional presence and ability to present concepts, status, and solutions appropriately to peers, and other Ellucian teams.
- Clearl