Vidur C.

Sr Product Support Engineer @Okta

Salt Lake City, UT, US

Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service.Created process for troubleshooting documentation in the support knowledge base to reduce new hire spin up time within M&M Product vertical.Consistently deliver high customer satisfaction while proactively identifying roadblocks to alleviate future concerns. Volunteered and participated in Knowledge Management rotation program allowing technical resources to cross train with KM personnel to perform deep dives into content creation.Working with cross functional teams including Escalations, Engineering, Customer Success, Sales, internal and external stakeholders to align and achieve goals.Working independently to achieve team goals for Customer Support to drive client retention.Analyzed manager shared data and insights from escalations to advocate best practices for process improvements to foster stronger client relationships.Performed Data Curation for internal AI tool to ensure high quality responses.Performed QA review to increase accuracy of AI model and decrease errors in training data.

Utah State University - Jon M. Huntsman School of Business

Masters