Customer Support Summer Intern

We’re currently considering candidates for paid intern opportunities with SuccessKPI. SuccessKPI is a pure SaaS analytics platform for any contact center platform. SuccessKPI’s speech, text, and voice analytics platform will transform our customer’s experience with enterprise-grade contact center analytics powered by AI and ML. 
 
SuccessKPI’s Intern Program is a ten-week program that offers an unparalleled experience for juniors, seniors, or Masters students. Approximately ten students are hired annually across the U.S.. We do assess candidates for future full-time hire. We are looking for driven self-starters who have an entrepreneurial mindset and want to learn. 

Job Location: Remote Work, USA   

Candidate must reside in one of the following states to be considered for this role. We are unable to make any exceptions to this rule: CA, CO, FL, GA, IL, ID, IN, MA, MD, MO, MI, NE, NC, NJ. NY, PA. TN, TX, VA, WA

Why work for SuccessKPI:   

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work   
• Opportunity to work for a fast-growth global company in the rapidly growing analytics space   
• Opportunity for career development and growth opportunities as we grow and scale  
• Opportunity to build industry relationships and work alongside seasoned industry experts  
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI!  

What You’ll Do:  

Interns can expect a fast-paced, demanding work environment that offers the chance to learn and grow professionally. Day-to-day activities of summer Interns vary, but include challenging real-world assignments, getting to work across multiple areas of the company, and long-term projects. 

As a Customer Support Intern, you will be working on actual customer-related projects that will be consumed by internal and external audiences. You will be answering questions, handling complaints, and troubleshooting problems about our products and services as well as handling a high volume of inbound or outbound calls, chats, and emails. The ideal candidate will seek to provide a positive experience for every customer who contacts. They will empathize, listen, and understand the real reason for the contact and take their time to ask all clarifying questions to get a full 360-degree view of the contact. 

You will assist with:

• Answering calls, chats, emails
• Actively managing the support queue and resolving issues
• Responding efficiently & accurately to customers in a courteous and professional manner
• Engaging in active listening, confirming or clarifying information and diffusing upset customers
• Utilizing software, databases, scripts, and tools appropriately
• Providing excellent customer service
• Being an active participant in training, coaching, and other learning opportunities to expand knowledge of our company, products, and position
• Adhering to company and department policies & procedures
• Joining customer calls to provide input
• Testing possible bugs resulting from cases
• Collaborating with others with regard to open cases
• Other projects as appropriate

What You’ll Bring: 

Successful candidates will exhibit a desire to learn and a common-sense approach to problem-solving. SuccessKPI values individuals who are demonstrated team players and can interact with all levels of the organization while showing initiative, integrity, and creativity. Strong academic performance, outstanding interpersonal skills, and communication skills are essential. Opportunity is open for all majors especially relevant to applicants interested in sales, marketing, computer programming, business analytics, and finance. A successful agent will be efficient, detail-oriented, polite, knowledgeable and able to adapt quickly to an ever-changing industry 

• 0-2 years’ experience in the financial industry and/or software development industry is a plus.   
• Software training experience highly preferred.   
• Strong team player and excellent problem-solving skills.   
• Excellent written and oral communication skills.   
• Ability to provide exceptional follow through and be customer service driven.   
• SQL experience a plus.   
• Bilingual (English AND Spanish/Portuguese/German/French) Trilingual a plus  
• Data analytics (Excel a must, PowerBI/Tableau a plus) 

To qualify as a candidate for SuccessKPI’s Summer Intern Program you must:

- Have an anticipated graduation date between December 2024 and December 2025

- Availability to work full time 9a-5p office hours from Late May/Early June through Mid/Late August (some start & end date flexibility based on school schedule, but there are no part time positions available at this time)

- Have strong technical skills in: Office 365, PowerPoint, Word, Excel, E-mail/Outlook, JIRA (can be trained)

- Have strong technical aptitude to learn: Slack, department-specific software & other technical tools as needed. SQL experience a plus.

- Be able to supply your own laptop with a working camera and a fast, reliable internet connection

- Have a quiet & professional setting to work in on camera regularly

- Reside in the US for the entire duration of the internship