Customer Support Program Management Intern (Summer 2024)

Okta

Location: United States

Job Type: Full time

Posted


Get to know Okta


Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

Okta is The World’s Identity Company. We free everyone to safely use any technology — anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team as a Customer Support Intern! We’re building a world where Identity belongs to you. The Okta Customer Support team is focused on making Okta’s customers, developers, and partners successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality service they expect.

As a Customer Support Intern, you will have the opportunity to collaborate with teams across Okta Customer Support such as Community & Online Experience, Knowledge Management, Program Management, and Support Operations, to solve real-world problems and drive initiatives that enhance our Customer and Support Engineer experience. The ideal candidate for the Customer Support Intern position is a problem solver who cares about making a meaningful impact and enjoys working as part of a collaborative, high-growth, distributed team.

What You Will Do:

The Okta Customer Support Intern program offers several exciting opportunities for hands-on experience with placement options available across multiple teams, such as:

Community & Online Experience (OX):

As a Community & Online Experience intern, you will work with the team to assess and improve the customer and partner experience of the Okta Help Center and find opportunities to increase Community adoption and engagement.

Some of the projects you will work on may include:

  • Voice of the Community: Leverage quantitative data to drive experience changes to the Okta Help Center and Online Community.
  • Increasing Okta Help Center Partner Engagement: Strengthening the partnership with Okta’s Partner audience on the Okta Help Center.
  • Developing an End-User Audience Experience: Work with the team to design an end-user audience journey/experience to increase engagement and adoption in the Okta Help Center.

Knowledge Management (KM):

As a Knowledge Management Intern, you will have the opportunity to collaborate with the KM team to support projects aimed at improving the adoption of KM best practices and improving the quality of support knowledge within the Customer Support organization.

Some of the projects you will work on may include:

  • Improving Knowledge Article Quality: Assist with knowledge article content review, cleanup, and updates.
  • Quality Review Automation: Work with the team to automate aspects of quality review to improve the scalability of existing processes, increase accuracy, and improve adoption of Okta’s knowledge content.

Program Management (PMO):

As a Program Management Intern, you will have the opportunity to support projects and initiatives across many areas of the Okta Customer Support organization, leveraging project management best practices to deliver successful projects that allow the Customer Support team to scale and improve operational efficiency.

Some of the projects you will work on may include:

  • Project Management Process Improvement: Partner with the PMO team to develop new processes and templates to improve Okta Customer Support’s project management capabilities.
  • Project Management Support: Get hands-on project management experience by partnering with and supporting Okta’s Customer Support Project and Program Managers as they develop project timelines, track deliverables, and prepare leadership updates.

Support Operations (Support Ops):

As a Support Operations Intern, you will play an important role in the business requirements definition process with opportunities to assist with QA testing and production support. You’ll partner closely with team members across the Customer Support organization as you help optimize our Support systems and create innovative solutions for our customers and Support Engineers.

Some of the projects you will work on may include:

  • Production Support: Partner with members of the Support Operations team to provide production support for the tools and systems used by Okta Customer Support’s delivery teams.
  • QA / Testing: Work with the Support Operations and Customer Support Delivery teams to improve the quality of new features and functionality prior to deployment.
  • Business Requirements Gathering: You will work closely with team members across various Okta Customer Support teams to capture business requirements for new system features and change requests.

Qualifications

  • Currently pursuing a degree in Information Technology, Information Systems, Business Administration, or a similar program
  • Excellent interpersonal, communication, and collaboration skills, especially for remote
  • A passion for enabling teams to adopt, manage, and optimize processes and tooling while gaining domain and technical expertise
  • An ability and desire to learn new technologies and quickly learn about Okta’s Support processes
  • A desire to improve upon existing analytical skills with the ability to collect, organize, analyze, and disseminate information
  • A willingness to learn more about Okta Customer Support and a desire to help deliver an amazing customer experience

About Okta’s Intern Program

As an intern, you’ll do real work that matters. While you’re on board, you’ll work on meaningful projects and have an opportunity to see what working at Okta is all about. You’ll also have the support of your mentor and manager to help you develop new skills.

Our interns have the opportunity to build a strong community - with their fellow interns, within their teams, and with the broader company. We want you to grow professionally, and you’ll do that through participating in events like our Executive Speaker Series and Brown Bags. And of course, we want you to have fun too.

Interns may choose the format of their internship: either in-person at one of our Okta offices, or virtually. We give our interns the opportunity to choose the option that best suits their needs.

We offer 12-week internships in the U.S. in the Summer

What you can look forward to as an Okta employee!

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.