Technical Support Specialist - BOGOTA onsite

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 incoming calls and customer service inquiries
• Roughly 60% of the calls will be suppliers. You will do some basic troubleshooting and triaging of those calls. You’ll also educate the suppliers of the supplier chat channel that is dedicated to their success
• The remaining 40% of calls are direct customers and most of those calls will be technical in nature. You will 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
• Manage inbound Sourcing Event related queries
• Handle low severity customer tasks
• Work closely with the wider Support team
• Help in the supplier chat queue (answering supplier queries)
• 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:

• 1 to 3 years of proven customer service experience
• Strong soft skills, including effective phone communication and written communication through ticketing systems.
• Familiarity with CRM systems and practices
• Great attention to detail and the ability to multitask
• The capacity to remain calm and patient under pressure
• Excellent time management, teamwork and organizational skills
• Aptitudeand strong desire to pursue a technical career path, demonstrated by obtaining a technical degree and/or relevant experience in a technical domain
• Knowledge of Procurement domain is an added advantage

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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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