Intern Customer Support Tools

<p>We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.</p><p><strong>The Team:</strong></p> <p>You will be joining the Customer Support - Knowledge &amp; Operations team in the Celonis Munich office, reporting directly to the Head of Knowledge Management. Our team is focused on optimizing knowledge sharing and operations to enhance customer support effectiveness across the organization.</p> <p><strong>The Role:</strong><span><br/></span><span><br/></span>As the Tools Intern, you'll gain hands-on experience with Salesforce, a leading CRM platform, and deepen your understanding of how technology supports a large-scale customer support operation. You'll collaborate with various teams, enhancing your problem-solving, QA testing, and bug reporting skills. You'll also develop key project management abilities by driving bug fixes and enhancements from identification to resolution. This role provides a unique opportunity to grow your technical and communication skills, and contribute to improving the tools and processes that drive customer success.</p> <p><strong>The work you’ll do:</strong></p> <ul> <li>Collaborate with the customer support teams to capture the issues/problems raised, test them and raise relevant internal tickets with the CRM team.</li> <li>Submit identified enhancements to the CRM team including detailed requirements/user stories.</li> <li>Monitor the customer support tools slack channel and provide ongoing support and troubleshooting assistance to engineers, ensuring their effective utilization of Salesforce Capabilities.  Create knowledgebase articles for relevant issues with their resolutions or workarounds.</li> <li>Submit any found bugs to the CRM team for resolution and alert the CS engineers about the bug and any suitable workaround and ETA for resolution.  Follow the bug through resolution, perform appropriate QA testing and alert the engineers once the bug has been resolved.</li> <li>Perform QA testing in both staging and production environments pre and post release and report any issues to the CRM team as required. </li> </ul> <p><strong>The qualifications you need:</strong></p> <ul> <li>Pursuing a Bachelor’s or Master’s Degree in Computer Science, Information Systems, Business Information/Administration, or related field.</li> <li>Interest or experience in either IT Service Management or Customer Support.</li> <li>Interest or understanding of ITIL or support processes in a technology-related environment.</li> <li>Interest or knowledge of Project Management methodologies (Scrum, Agile, PMI, etc.)</li> <li>Excellent problem-solving skills, with the ability to identify and implement effective solutions.</li> <li>Strong communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.</li> <li>Detail Oriented with a curiosity to dive deeper into problems and potential solutions.</li> <li>Strong leadership and project management skills, with the ability to manage bug fixes and enhancement requests from identification through completion/resolution.</li> <li>Ability to influence without authority across a services team.</li> <li>Knowledge of Salesforce Service Cloud, Jira Service Management, Support Logics, Celonis EMS, Datadog, OpsGenie, Slack and application integrations is a plus.</li> </ul><p><strong>What Celonis Can Offer You:</strong></p> <ul> <li>The unique opportunity to work with industry-leading process mining technology</li> <li>Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&amp;D platform, mentorships, and more)</li> <li>Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more). For intern and working student benefits, click <a href="https://www.celonis.com/careers/early-professionals/faqs/">here</a>.</li> <li>Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)</li> <li>A global and growing team of Celonauts from diverse backgrounds to learn from and work with</li> <li>An open-minded culture with innovative, autonomous teams</li> <li>Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)</li> <li>A clear set of <a href="https://www.celonis.com/company/values/">company values</a> that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future</li> </ul> <p> </p> <p><strong>About Us:</strong></p> <p>Celonis helps some of the world’s largest and most esteemed brands make processes work for people, companie