Job Description
What You’ll Do:
• Take end-to-end ownership of customer questions and issues, including troubleshooting, root cause identification, and resolution
• Write code and scripts using Okta APIs and SDKs to build user scenarios and reproduce issues
• Collect information, document bugs, and collaborate with Engineering on API and product issues
• Provide feedback to training and documentation teams to address common or emerging issues proactively
• Meet or exceed customer expectations on response quality, timeliness, and overall experience
• Deliver against customer experience and efficiency targets
• Communicate effectively with customers through multiple channels (written, live chat, calls, in-person)
• Identify process improvements and push creative thinking beyond industry standard practices
• Support customers 24/7 across 3 shifts
What We’re Looking For:
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