Technical Support Intern

Company: Multi-Health Systems Inc. (MHS)

Technical Support Intern - Six-Month Internship
Internal titles may be modified for posting to attract appropriate candidates.
MHS is a leading developer of innovative solutions dedicated to measuring and developing the potential of people. We’re not just about assessments – we're about breaking barriers.
With over forty years of experience, we're pioneers in understanding and addressing neurological conditions and disorders–like ADHD in both children and adults. We're revolutionizing how gifted and talented youth are identified, ensuring a fair and inclusive process that nurtures potential in all its forms. We're deeply committed to improving outcomes within the justice system, offering support and resources to all involved. Our core values drive us to empower individuals at every level, focusing on talent development with an emphasis on emotional intelligence and leadership development.
We prioritize fairness, equity, and bias reduction in all aspects of our work while giving back to the communities we serve. Join us in our journey to create a world where everyone has the opportunity to succeed and thrive.
THE JOB
We are currently looking for a Technical Support - Intern who's looking to make an impact as part of a growing, award-winning organization.
The Technical Support - Intern, reporting to the Manager of Technical Support and Quality Assurance, is responsible for escalated customer support cases addressing issues being experienced with the MHS first party portals, MAC+, TAP, and GEARS as well as certain legacy platforms that are being phased out. The L2 Technical Support Specialist works with customers, internal resources, the Dynamics 365 Customer Success module (for case management) and peers in the team to identity and resolve root case of problems on behalf of affected customers.
This dynamic role is ideal for a curious, problem‑solving individual who wants to gain hands‑on experience in a modern DevOps and AI‑enabled support environment. The role includes exposure to real customer issues, collaboration with internal teams, and the use of AI‑assisted tools and automation to support case investigation and resolution, with guidance from experienced team members.
WHAT YOU’LL DO
* Co-ownership of the Level 2 customer success case queue on D365 including prioritization, re-assignment, and resolution work on cases related to MHS First Party Portal issues.
* Direct interaction with customers to seek further information, discuss problem resolution steps, and address concerns.
* Correction of misprocessed or incorrectly coded sales transactions that need to fulfill to an MHS First Party Portal.
* Recreation of customer or internal stakeholder related problems with portal interactions, troubleshooting of problems / root cause identification, resolution, and overall ownership.
* Co-creation of knowledge articles to address frequently experienced problems, FAQs, technical bulletins.
* Working with D365 administration team members, update the case routing and “next best action” logic to move resolution of cases of this nature to the Level 1 agents.
* Escalate software defects to Level 3 agents / developers / PSMs for further work to resolve.
* Document software defects as user stories / bugs in the DevOps platforms (presently GitHub Enterprise and Microsoft Azure DevOps) and participate in bug and feature enhancement reviews.
* Develop and become subject matter experts (SMEs in the MHS platforms and solutions and be a point of reference in requirements development).
* Based on expertise in DevOps efforts in the CI/CD processes (continuous integration, continuous deployment) with a focus on test cases, quality assurance gates, and automation to improve MHS portal quality, reliability, and availability.
* Co-own level 2 performance metrics, work with leadership to improve throughput and customer satisfaction and contribute to efforts to improve platforms and processes.
* Learn and assist with AI‑assisted support tools, including copilots, virtual agents, and automation used to help investigate and resolve customer issues.
* Support the team in identifying repetitive issues where automation or AI tools can improve efficiency and reduce manual work.
* Participate in testing and providing feedback on AI‑driven features such as suggested responses, summaries, and case routing improvements.
* Work alongside team members to ensure AI‑generated outputs are reviewed, accurate, and appropriate before use.
WHAT YOU BRING
The ideal candidate is a problem solver interested in customer success, the software development lifecycle (SDLC), DevOps, and continuous improvement.
Demonstrates curiosity about, or hands-on experience with, AI technologies, copilots, or agent-based tools used in customer support, operations, or software environments. The incumbent will directly interact with customers and must have a customer success mindset. The incumbent will work closely with other technical specialists, with software and psychological measures developers, with DevOps engineers, with senior leaders and planners, and with business analysts (BAs) and designers. In addition, you bring:
* Strong customer interaction skills including communications, interpersonal awareness, conflict resolution, and a desire to collaboratively work with others on problems and outcomes.
* An analytical / problem solving mind able to identify root cause, work out solutions and communicate findings to diverse stakeholders.
* Prior experience in a quality assurance or technical support / help desk role is a preference.
* The ability to manage work priorities, relationships, collaborating, influencing, and communicating across a variety of organizational functions and levels and with clients and customers is the defining skill for this role.
* Interest in learning about AI tools, chatbots, copilots, or automation, even if through coursework, personal projects, or self‑exploration.
* Basic understanding that AI tools assist work and require human review and judgement.
* Willingness to experiment, ask questions, and learn how technology can improve customer support processes.
SKILL SET
* Experience with, or willingness to learn, business applications including Microsoft Office, Microsoft Dynamics 365, PowerApps, Dataverse, MHS portals, and DevOps tools.
* Interest in exploring automation tools or AI‑assisted technologies that support customer service operations.
* Awareness of the importance of data privacy, accuracy, and responsible tool usage when working with customer information.
Salary: $23 - $26 per hour
LIFE AT MHS
We are an inclusive and collaborative team who encourage everyone here to learn, grow and THRIVE. Our flexible work arrangement includes the ability to work from home and location flexibility: you can be located anywhere that allows you to align your workday hours with Eastern Standard Time.
MHS Inc. is an equal opportunity employer. We respect the dignity and worth of every individual in the workplace and value the importance of diversity, fairness, and trust. Please let us know if you require accommodation at any stage of the application process or want more information on our accommodation policies. We thank all applicants for their interest, however, only those selected for an interview will be contacted.
Disclaimer: We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, note taking during interviews, or communicating with applicants. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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