Customer Support Intern, Summer 2024

3 weeks ago

Canada Okta Full time

**Get to know Okta**

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team We’re building a world where Identity belongs to you.

Okta is The World’s Identity Company. We free everyone to safely use any technology — anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team as a Customer Support Intern We’re building a world where Identity belongs to you. The Okta Customer Support team is focused on making Okta’s customers, developers, and partners successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality service they expect.

What You Will Do:
The Okta Customer Support Intern program offers several exciting opportunities for hands-on experience with placement options available across multiple teams, such as:
Community & Online Experience (OX):
As a Community & Online Experience intern, you will work with the team to assess and improve the customer and partner experience of the Okta Help Center and find opportunities to increase Community adoption and engagement.

Some of the projects you will work on may include:

- **Voice of the Community**: Leverage quantitative data to drive experience changes to the Okta Help Center and Online Community.
- **Increasing Okta Help Center Partner Engagement**: Strengthening the partnership with Okta’s Partner audience on the Okta Help Center.
- **Developing an End-User Audience Experience**: Work with the team to design an end-user audience journey/experience to increase engagement and adoption in the Okta Help Center.

**Knowledge Management (KM)**:
As a Knowledge Management Intern, you will have the opportunity to collaborate with the KM team to support projects aimed at improving the adoption of KM best practices and improving the quality of support knowledge within the Customer Support organization.

Some of the projects you will work on may include:

- **Improving Knowledge Article Quality**:Assist with knowledge article content review, cleanup, and updates.
- **Quality Review Automation**: Work with the team to automate aspects of quality review to improve the scalability of existing processes, increase accuracy, and improve adoption of Okta’s knowledge content.

**Program Management (PMO)**:
As a Program Management Intern, you will have the opportunity to support projects and initiatives across many areas of the Okta Customer Support organization, leveraging project management best practices to deliver successful projects that allow the Customer Support team to scale and improve operational efficiency.

Some of the projects you will work on may include:

- **Project Management Process Improvement**:Partner with the PMO team to develop new processes and templates to improve Okta Customer Support’s project management capabilities.
- **Project Management Support**: Get hands-on project management experience by partnering with and supporting Okta’s Customer Support Project and Program Managers as they develop project timelines, track deliverables, and prepare leadership updates.

**Support Operations (Support Ops)**:
As a Support Operations Intern, you will play an important role in the business requirements definition process with opportunities to assist with QA testing and production support. You’ll partner closely with team members across the Customer Support organization as you help optimize our Support systems and create innovative solutions for our customers and Support Engineers.

Some of the projects you will work on may include:

- **Production Support**: Partner with members of the Support Operations team to provide production support for the tools and systems used by Okta Customer Support’s delivery teams.
- **QA / Testing**: Work with the Support Operations and Customer Support Delivery teams to improve the quality of new features and functionality prior to deployment.
- **Business Requirements Gathering**: You will work closely with team members across various Okta Customer Support teams to capture b

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