What we need

Customer support is the backbone of the entire customer experience. When it's exceptional, the customer is happy, engaged and excited about what we will deliver next. The Customer Support team, or CARE as we refer to it at ei3, is responsible for providing world class technical customer support that keeps our end users up and running with minimal disruption and downtime while using our products and services. Ultimately our goal is happy customers with minimal churn.

The Data Analyst Intern will aggregate, analyze, and report on insights and metrics using data collected by the CARE ticketing system. The data contains a wealth of information on the types of problems our customers are having, the solutions we implement as well as other useful data points. This position will work alongside the CARE Manager.

What you'll do

• Analyze data in our legacy ticketing system (OTRS) to produce "wrap-up reports" about vital ticket statistics including basic volume information, customer-oriented stats and other defined metrics.
• Categorize tickets in terms of product area, type of problem reported, type of solution provided etc., and create summary reports based on this qualitative information.
• Assist with daily data review and reporting in the new ticketing system as well as our data collection monitoring tools.
• Assist with updating and reviewing current technical documentation.
• Champion our ei3 values to achieve excellence by innovating relentlessly, putting people first, acting with integrity, and growing together.

About you

• You are someone who loves data and thrives in solving complex problems and thinking outside of the box.
• Enrolled in, or has completed (within the previous 12 months), a college or university program focusing on data analytics, data science, business analytics, computer science, statistics, mathematics or a related field of study.
• Previous experience in data analysis and data visualization.
• Proficiency using Microsoft Excel or other spreadsheet applications (e.g. Google Sheets).
• Basic programming skills (e.g. Python) or database skills (SQL) is a plus.
• Excellent organizational and attention to detail skills.
• Technical writing skills are a plus.
• Passionate about technology.

Why you'll love this opportunity

• You love data. We have a lot.
• You will be front and center for the sunsetting of our old ticketing system and onboarding and implementation of our new system which will be an invaluable experience for your future career.
• The data you clean and aggregate will provide meaningful insights for faster, more efficient customer solutions moving forward.
• Along with being the longest-running provider of IIoT services to help the industrial manufacturing sector operate more sustainably, at ei3 we are proud to provide a collaborative and enriching experience. We are going through an exciting time and there is a lot of innovative work being done, where you can apply your creativity, make your mark and be part of building out a strong brand.
• We are flexible: Our philosophy is that we are motivated more if we enjoy what we do - which is why hours are flexible, and why we structure this collaboration to suit your schedule.
• Work from anywhere: Face-to-face time and "watercooler conversations" can be combined with remote work to help you be focused, productive, and accommodate your work - life balance needs.

About ei3

Founded in 1999, ei3 Corporation delivers Industrial IoT and AI solutions for machine builders and manufacturers to increase operational efficiency, save on costs, increase profitability, and implement new business models. Printing presses, injection molding machines, and packaging equipment are some of the company's key market segments. ei3 is headquartered in New York with offices in Montreal and Zurich. For more information, please visit ei3 at www.ei3.com

For more information please visit ei3 Summer Internship Program