Technical Support Specialist

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.  What you'll do:

• Managing customer expectations and experience in making them successful.
• Ability to clearly articulate solutions to complex technical problems in a clear and simple way to customers / suppliers.
• Periodically help in the supplier chat queue (answering supplier queries).
• Proficiently handles customer issues and escalations for production environments within guidelines across Severity levels.
• Manage inbound Sourcing Event related queries.
• Handle low severity customer tasks.
• Work closely with the wider Support team.
• Create and contribute to the development of knowledge articles in Coupa's knowledge base.
• Keep up to date on training through Coupa University and complete 100% of all required certifications.
• Read, analyze, and comprehend functional documentation in line with Coupa's product releases.
• Managing incoming calls and customer service inquiries.
• Getting cross skilled in different verticals, verify the product vertical and transfer those calls to technical support engineers skilled in those specific products.
• Identifying and assessing customers’ needs to help them achieve success.
• Provide Level 1 Support by managing incoming calls and customer service inquiries.
• Coupa Supplier Calls - Perform basic troubleshooting and triaging of the calls. You’ll also educate the suppliers of the supplier chat channel that is dedicated to their success.
• Direct Customer calls - most of those calls will be technical in nature. You will answer ‘How-to’ queries, verify the product vertical and transfer the calls to technical support engineers skilled in those specific products for complex issues.
• Identify and assess customers’ needs to make them successful.
• Escalate unresolved issues to appropriate cross-functional teams (e.g. engineering, operations).
• Take on additional projects as needed.
• Experience with a CRM tool such as Salesforce is considered a plus.

What you will bring to Coupa:

• Must be a fast learner, self-motivated, and able to work in a fast-paced environment with minimum 1 to 2 years of customer service experience.
• Possesses excellent written and verbal communication skills at all levels of an organization- internally and externally.
• Hands-on experience to work on multiple chats and email cases.
• Technical background in Linux, Unix and other Operating systems.
• Knowledge of XML, HTML and other Web technologies.
• Experience using CRM and/or issue tracking tools like Salesforce.
• Ability to read database using SQL queries and log files thus enabling effective troubleshooting and fast resolution of customer issues.
• Understanding of Web servers, Application servers and Database (preferred).
• Hands-on experience of SQL scripting will be preferred.
• Willing to work in a 24x5 environment including On-call support for weekends.
• Should have a strong focus on Customer Success.
• Excellent problem-solving and troubleshooting skills with an analytical mindset and creative thinking.
• Team player with excellent collaboration skills.
• Comfortable to be working in a 24x7 environment.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution/tasks.
• Prioritize and manage several open issues at one time.
• Technical understanding/know-how about Linux will be favorable.
• The ability to read database tables using queries will be an added advantage.
• Working knowledge/understanding of Cloud technologies will be favorable.

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.