Title of Job: Customer Support Admin - Compliance specialist (Day Shift)
Shift Time: 7am-4pm EST, 6am-3pm CST, 5am-2pm MST, 4am-1pm PST
*Shift Schedule will be either Monday-Friday or Thursday-Monday, must be open to both
Role Location: Remote (US FTE)
JOB PURPOSE:
The Okta Customer Support Team is focused on making Okta customers, developers, and partners successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality service they expect.
The Support Admin role is critical in the customer experience, in this role you will work directly with customers to assess the appropriate routing of technical issues and ensure that customer journey during the initial contact with Okta is efficient and follows all compliance guidelines.
You will work closely with the leaders and technicians in technical support to ensure seamless coverage around the globe.
Day-to-day operations include working closely with technical support team members to drive high customer satisfaction, accurate routing and triage of cases, facilitation and oversight of global schedule, and queue management. The ultimate outcomes you will be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy.
Okta Support Operation is a 24/7 environment and we are hiring for multiple shifts (Morning, Swing, and Night)
DUTIES AND RESPONSIBILITIES
- As a member of the Technical Support Team, you will be responsible for delivering high-quality customer service via phone and Okta CRM
- Assess customer issues and engage the appropriate resources
- Take calls and triage them using skills based routing
- Fully document customer issues and interactions
- Maintain knowledge of business processes and identify gaps, offer suggestions for improvement
- Must be willing to work a flexible schedule that includes nights, weekend and holidays (Rotation Required)
QUALIFICATIONS:
- Experience with HIPPA and FedRAMP preferred. Okta is an industry leader in the compliance space and fully onboards and trains on compliance.
- Attention to detail related to sensitive information and compliance, keeping trust and proactive identification of issues related to data governance and access.
- Excellent communication skills.
- 1+ year(s) of experience a fast paced call center environment.
- Ability to influence others, including people outside of the immediate team.
- Ability to handle ambiguity.
- Adaptability, flexibility, and the conviction to “do the right thing”
- Strong work ethic and ability to work in a dynamic environment.
- As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.
CORE COMPETENCIES:
- Customer Focus
- Ability to influence and negotiate
- Problem Solving and Analytical Skills
- Demonstrates initiative
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Minimum Wage Addendum
((Colorado, New York and Washington only*) Minimum OTE of $67,600/year + equity + benefits))
Okta is an Equal Opportunity Employer.
Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs. Find your place at Okta https://www.okta.com/company/careers/.
By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.