Technical Support Specialist

Coupa makes companies operate smarter and grow faster. Our leading AI-driven platform connects and optimizes sourcing, purchasing, supply chains, and financial management. More than 3,000 global organizations large and small trust Coupa to transform operating margins, increase efficiencies and growth, optimize cash, and reduce risk.

What you will 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
• You will be provided 4 hours per week to develop technical skills on the job as a means of preparing you for career advancement as a technical support engineer within 1-2 years (dependent upon your pace of progress with the technical training)

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

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At Coupa, we’re building a great company that is laser-focused on three core values: ensuring customer success with an obsessive and unwavering commitment to making customers successful, focusing on results with a relentless focus on delivering results through innovation and having a bias for action, and striving for excellence with our commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

At Coupa, we have a solid and innovative team dedicated to improving the spend management processes of today's dynamic businesses. We celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer. Learn more about our commitment to fostering diversity, equity and inclusion at Coupa here. All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. 

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