Client Support Associate

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.
• Required Qualifications:
• 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

Requirements

• Prior experience with user provisioning or Identity & Access Management (IAM).
• Familiarity with CSV/bulk upload processes.
• Experience working with US-based teams across time zones.
• Experience with Change Management processes.
• Prior experience coordinating bridge calls during critical incidents in a production environment.
• Ability to commute/relocate:
• Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)
• Interview Process*:
• Connect with Talent Acquisition
• Meet with the Hiring Manager
• Behavioral Interview(s)
• Case Study
• Interview with Senior Leadership
• *Subject to change
• About Cohere Health:
• Cohere Health's innovations continue to receive industry-wide recognition. We've been recognized on TIME's World Top HealthTech Companies 2025 list, the 2025 Inc. 5000 list, in the Gartner® Hype Cycle™ for U.S. Healthcare Payers (2022-2025), and ranked as a Top 5 LinkedIn™ Startup for 2023 & 2024.
• We can't wait to learn more about you and meet you at Cohere Health!
• Equal Opportunity Statement:
• Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it's personal.
• ISMS roles and responsibilities
• Fair understanding of Information Security practices.
• Align

Benefits

Additional Information

Opportunity Overview: This role 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), this position focuses exclusively on non-PHI operational work, providing coverage and capacity for the US-based team.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at coherehealth? Share your experience