Technical Support Specialist - 10680

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

Why join Coupa?

🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.

🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.

🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

The Impact of Technical Support Agent to Coupa:

We seek a Technical Support Specialist to join our team. You will work to support enterprise customers of our cloud-based platform as part of a wider global team. This is an excellent opportunity to join a high-growth software company and work as part of a global team where we will help you grow and develop your career.

Roughly 60% of the calls will be from suppliers, and you will do basic troubleshooting and triaging of those calls. You’ll also educate the suppliers of the supplier chat channel dedicated to their success. The remaining 40% of calls are direct customers, with most of those calls being technical. You will verify the product vertical and transfer those calls to technical support engineers skilled in those specific products.

What You'll Do:

• Manage incoming calls and customer service inquiries
• Identifying and assessing customers’ needs to help them achieve success
• Manage inbound Sourcing Event related queries
• Handle low-severity customer tasks
• Help in the supplier chat queue (answering supplier queries)

What You'll Bring To Coupa:

• Prior customer service experience along with strong soft skills via the phone and written communication via a ticketing system
• Familiarity with CRM systems and practices such as Salesforce is considered a plus
• Great attention to detail and the ability to multitask along with the capacity to remain calm and patient under pressure along with excellent time management, teamwork and organisational skills
• Aptitude and an interest in a technical environment
• Knowledge of the Procurement domain will be an added advantage

Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.

Please be advised that inquiries or resumes from recruiters will not be accepted.

By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.