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Customer Care Intern

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Date: Jan 7, 2022

Location: Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 51080

 

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

Our Optical Communications segment has recently evolved from being a manufacturer of optical fiber and cable, hardware and equipment to being a comprehensive provider of industry-leading optical solutions across the broader communications industry.This segment is classified into two main product groupings – carrier network and enterprise network. The carrier network product group consists primarily of products and solutions for optical-based communications infrastructure for services such as video, data and voice communications. The enterprise network product group consists primarily of optical-based communication networks sold to businesses, governments and individuals for their own use.

 

Scope of Position:

  • Aid in the development of Knowledge Management repository within SalesForce Service Cloud for Customer Care team.  Work in close collaboration with training & documentation specialist to understand software functionality, business value of KM tool, and appropriate content to be housed on platform.

 

Responsibilities:

  • Develop a working understanding of Knowledge Management functionality within SalesForce Service Cloud
    • Research navigation within software platform as well as best practices for content management, leveraging internal resources, SalesForce aids, and Gartner consulting.
    • Assist in defining appropriate nomenclature to facilitate ease of searching and robust search results

 

  • Gain a high-level understanding of the customer care support team
    • Observe customer care team members to gain familiarity with key functions performed by customer care specialists and order management
    • Determine most beneficial content to reside in KM repository to aid in timely and accurate resolution of customer inquiries
    • Gain familiarity with current SharePoint site to understand existing data structure

 

  • Content population into SalesForce KM repository
    • Extract, transfer, or establish linkages to existing data currently residing in SharePoint or BOX
    • Document learnings and process for ongoing content management as a living repository for internal customers

 

Education and Experience

  • Enrolled in Mathematics/Statistics/Library Science (or relevant) program
  • GPA of 3.0 or above

 

Required Skills

  • Computer literate in MS Office programs (Word, Excel, PowerPoint)
  • Problem-solving skills
  • Organizational skills
  • Demonstrated ability to manage multiple tasks
  • Ability to build relationships and interact within a team environment
  • Excellent verbal and written communication skills; ability to effectively present information
  • Results-oriented

 

Hours of work / work schedule / flex-time

  • Basic work hours are 40hrs/week; 8am-5pm

 

 

 

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


Nearest Major Market: Charlotte