Hybrid Customer Support Intern en Cognex

Job Description:

As a Customer Support Intern, you will gain hands-on experience in providing front-line customer support to customers while learning about Cognex products and industry best practices. Under the guidance of experienced team members, you will develop troubleshooting skills, enhance customer interaction abilities, and contribute to improving support processes. This internship is an excellent opportunity to gain practical exposure in a high-tech, customer-focused environment.

Key Responsibilities:

• Learn to provide first-level Customer support through web and phone inquiries by asking meaningful troubleshooting questions, offering guidance, and directing customers to relevant resources.
• Maintain high customer satisfaction through professional, polite, and timely interactions.
• Document and update customer support cases in the CRM system, ensuring clear and accurate case notes.
• Assist in troubleshooting customer-reported issues, working alongside experienced team members to identify solutions or suitable workarounds.
• Contribute to internal knowledge-sharing by creating or updating FAQs, technical bulletins, and knowledge base articles.
• Support the Customer Support team in responding to requests for additional information or troubleshooting assistance.
• Participate in training sessions to stay up to date with current technologies, new products, and industry standards.
• Work within established Customer support processes and provide feedback for potential improvements.

Preferred Skills & Qualifications:

• Currently pursuing a Bachelor’s or Master’s degree in a technical field (e.g., Engineering, Computer Science, Automation, or a related discipline).
• Strong analytical and problem-solving skills with an eagerness to learn technical troubleshooting.
• Basic understanding of image processing, deep learning techniques, and machine vision concepts is a plus.
• Familiarity with networking, industrial communication protocols (TCP, FTP, EIP, Profinet, Modbus, etc.), or factory automation is an advantage.
• Some knowledge of software programming (e.g., JavaScript, C#, C++, VB) and debugging techniques is beneficial.
• Strong communication and active listening skills to effectively understand and assist customers.
• Ability to stay composed and professional in customer interactions, with a focus on problem resolution.
• Well-organized with the ability to prioritize tasks, take detailed notes, and manage multiple cases simultaneously.
• Fluent in English (spoken and written); additional language skills are a plus.

Additional Information:

• Prior customer service experience is preferred but not required.
• Ability to work in an office environment and communicate effectively via phone and email.
• This internship offers the opportunity to work closely with industry experts, gain exposure to real-world technical challenges, and develop valuable professional skills.