Title of Job: Customer Support Admin – Compliance specialist (Night Shift)
Shift Time: 11pm-8am EST, 10pm-7am CST, 9pm-6am MST, 8pm-5am 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
LI-Remote
LI-MC5
Minimum Wage Addendum
((Colorado, New York and Washington only*) Minimum OTE of $67,600/year + equity + benefits))
Okta is an Equal Opportunity Employer.