Client Support Associate

You will manage all Okta provisioning tasks, serve as the Change Request Coordinator, and act in a supervisory capacity for mission-critical Severity 1 and Severity 2 tickets to ensure timely escalation and resolution. Based in India (IST timezone), you'll focus exclusively on non-PHI operational work, providing coverage and capacity for the US-based team. You'll work closely with the CX Support Team Manager, L1 Support team members, and Business team via Slack and Jira, and participate in daily stand-ups or asynchronous updates as scheduled.

Responsibilities

• Create and configure user accounts in Okta based on approved requests
• Process account deactivation for terminated employees per standard procedures
• Assign, modify, or remove Okta roles and group memberships
• Update user access levels based on approved change requests
• Process password reset requests and verify identity per protocol
• Work assigned Jira tickets, update status, and document actions taken
• Monitor and process tickets from the support queue during assigned hours
• Coordinate and manage all client Change Requests end-to-end, ensuring proper documentation, stakeholder alignment, and timely execution
• Provide supervisory oversight on Severity 1 and Severity 2 mission-critical tickets, ensuring proper escalation paths are followed and resolution timelines are met
• Collaborate with the CX Support Team Manager, L1 Support team members, and Business team via Slack and Jira
• Participate in daily stand-ups or asynchronous updates as scheduled

Requirements

• Experience with Access Management
• Basic Excel proficiency, including working with spreadsheets for bulk user data (sorting, filtering, copy/paste, and basic formulas)
• Familiarity with Okta Admin Console or similar identity management platforms
• Ability to follow documented Standard Operating Procedures (SOPs)
• Strong attention to detail when handling user data, including names, email addresses, roles, and groups
• Basic written English communication skills for ticket documentation
• Comfortable working in Jira for ticket tracking and updates
• Experience managing Change Requests or service requests in a ticketing system (Jira, ServiceNow, or similar)
• Strong organizational skills to track multiple requests across different stages simultaneously
• Ability to document changes clearly and communicate status updates to stakeholders
• Familiarity with Incident Management frameworks, including Severity 1/Severity 2 classification, escalation paths, and SLA timelines
• Ability to triage and prioritize critical tickets under pressure while maintaining composure
• Strong communication skills to coordinate across teams during active incidents and ensure resolution timelines are met