Client Support Associate

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.

What you’ll do:

• 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

Nice to Have:

• 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*:

1. Connect with Talent Acquisition 
2. Meet with the Hiring Manager
3. Behavioral Interview(s)
4. Case Study
5. Interview with Senior Leadership

*Subject to change

About Cohere Health:

Cohere Health’s clinical intelligence platform and agentic AI-powered solutions connect health plans’ strategic goals and providers’ needs, optimizing the speed, cost, and quality of care. With an enterprise approach that streamlines payer-provider decision-making across the care continuum–including policy, prior authorization, payment accuracy, and more–the company improves collaboration and reduces burden, resulting in up to 8x ROI and 94% provider satisfaction. 

With the acquisition of ZignaAI, we expanded our AI-native platform with a comprehensive Payment Integrity Suite that spans data mining, clinical and coding validation, authorization and claims reconciliation, and end-to-end payment integrity services across pre- and post-pay workflows. By connecting clinical and payment insights, our transparent, AI-powered solutions help health plans proactively improve payment accuracy, reduce waste and vendor dependency, strengthen provider relationships, and build smarter, more efficient payment integrity programs.

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 to the organization policies and procedures.
• Ensure to get updated with ISMS roles as assigned by the department/process heads.