Senior Manager, Technical Support

Job Function:

The Okta Buyer Help Staff is concentrated on making Okta clients, builders and companions profitable by advocating on their behalf, resolving technical points and challenges, and sustaining the high-quality service they anticipate.

Because the Senior Supervisor, you’ll develop, develop and inspire a group of technical consultants and lead day-to-day operations of the Help group. Day-to-day operations contains facilitating the decision of probably the most circumstances, spearheading engagement with growth engineering. The last word outcomes you’ll be contributing to are an unparalleled buyer expertise coupled with wonderful effectivity and efficacy.

Duties & duties:

• Ship wonderful accomplice and buyer satisfaction and meet/exceed all operational and satisfaction targets.
• Construct instruments and processes that proactively determine the necessity for intervention and reactively reply to conditions requiring technical help.
• Lead engagement with the Improvement Engineering group, together with bug reporting/decision processes.
• Conduct case critiques to assist speed up closure of help circumstances and to determine case dealing with points; present suggestions to engineers and administration, as wanted.
• Construct a group and ship towards folks targets, akin to worker development, retention, and satisfaction.
• Guarantee group readiness for supporting new services and products.
• Measure, preserve and enhance supply processes to extend effectivity and buyer expertise.
• Plan staffing necessities and rent expert group members to fulfill enterprise targets.
• Present common worker teaching and on-going steerage to assist staff obtain profession growth aspirations.
• Analyze information and floor insights from escalations to advocate on behalf of shoppers, drive determination making to enhance merchandise and processes, and drive long run buyer and accomplice loyalty.
• Companion with escalations group to drive excessive precedence escalated buyer points to decision

{Qualifications}:

• 7+ years of expertise in technical help and 5+ years in a managerial capability.
• Bachelor’s Diploma, ideally in a technical self-discipline or related skilled expertise. Grasp’s diploma/MBA is a plus.
• A strategic thinker, capable of give you out of the field options, whereas additionally having robust operational excellence abilities to have the ability to drive robust execution of the group’s imaginative and prescient and operational metrics.
• Demonstrated capability to construct and scale a group, whereas additionally reaching group goals – together with fostering worker growth, retention, and engagement.
• Sturdy oral and written communication abilities and be efficient at collaborating with all kinds of people.
• Potential to affect others, embody these exterior of fast group.
• Potential to deal with battle and drive settlement on selections for which conflicting opinions and enter exist.
• Sturdy, information pushed drawback decision and decision-making abilities.
• Potential to pro-actively determine dangers and dependencies and put in place plans to mitigate them.
• Adaptability, flexibility and the conviction to “do the precise factor” below stress, excessive pressure and tight deadlines.
• Have to be a robust chief with the flexibility to draw, inspire, retain and develop folks.
• Familiarity with safety or identification administration business is a robust plus.
• Expertise with, or understanding of, giant scale software program deployments is a plus 

Okta’s Prime 5 Core Management Competencies are a part of the deeply ingrained rules that information all of our firm’s actions. In addition they align strongly to our cultural cornerstones, our Okta values: love our clients, empower our folks, by no means cease innovating, act with integrity, and preserve transparency. It’s our expectation that our managers and leaders embody these core competencies:

• Builds Efficient Groups: Constructing strong-identity groups that apply their numerous abilities and views to realize widespread targets.     
• Demonstrates Self-Consciousness (EQ): Utilizing a mix of suggestions and reflection to achieve productive perception into private strengths and weaknesses.
• Develops Expertise: Creating folks to fulfill each their profession targets and the group’s targets.
• Drives Outcomes: Persistently reaching outcomes, even below powerful circumstances.
• Strategic Mindset: Seeing forward to future prospects and translating them into breakthrough methods.

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