Technical Support Specialist - 10185

Job Description

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 will do: Managing customer/suppliers’ 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 handle Email cases and action them within SLA and resolve/action promptly as per the situation 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, analyse, 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 moving those cases 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 for suppliers 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 Identify and assess customers and suppliers’ 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 have technical Knowledge, Mostly SQL Database. Ability to read database using SQL queries and log files thus enabling effective troubleshooting and fast resolution of customer issues Hands-on experience of SQL scripting will be preferred The ability to read database tables using queries will be an added advantage Must be a quick 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 and calls 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 Understanding of Web servers, Application servers and Database (preferred) 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 24x5 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 favourable Working and understanding of Cloud technologies will be favourable Must be flexible with work shifts and adaptable to assigned tasks Should demonstrate promptness and competence in a dynamic, fast-paced environment Excellent time management skills are essential Strong interpersonal skills and a collaborative team spirit are highly valued 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. Show more Show less