Client Support Associate

6 hours agoJunior Hyderabad, Telangana, India Onsite Full Time Customer Support Jobs by Flare Capital Partners

Skills

Triage Servicenow Access Management Csv Organization Sla Okta Ticketing Identity And Access Management Change Management Bulk Upload Jira Communication Documentation Incident Management Escalation Excel

About the Role

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.

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

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