Technical Support Specialist - 11231

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 a Technical Support Specialist at Coupa:
As a Technical Support Engineer, you will be pivotal in supporting enterprise customers utilizing our cloud-based platform, contributing to a dynamic global team dedicated to exceeding customer expectations and fostering their success.
In this role, you will leverage a curious and sharp technical acumen to provide customers with expert guidance on best practices.

What You'll Do:

• Manage inbound calls and customer service inquiries.
• Handle supplier calls (approximately 60%), including basic troubleshooting, triage, and education on the dedicated supplier chat channel.
• Manage direct customer calls (approximately 40%), primarily technical; verify product vertical and route to the appropriate Technical Support Engineer.
• Identify and assess customer needs to drive successful outcomes.
• Manage inbound Sourcing Event inquiries.
• Resolve low-severity customer tasks.
• Collaborate with the wider Support team.
• Provide coverage in the supplier chat queue as required.
• Support additional projects as needed.
• Experience with CRM tools (e.g., Salesforce) is preferred.
• Participate in four hours per week of technical development to prepare for progression into a Technical Support Engineer role within 1-2 years.(dependent upon your pace of progress with the technical training).

• 1 to 3 years of tangible customer service experience.
• Strong soft skills via the phone and written communication via ticketing system.
• 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.
• Aptitude and strong desire to take on a more technical career path (as demonstrated by getting a technical degree and/or experience in a technical domain).
• Knowledge of Procurement domain will be an added advantage.