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 Specialist, you will be pivotal in supporting enterprise customers utilizing our cloud-based platform, contributing to a dynamic general 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:
- Handle inbound calls:
60% from suppliers (basic troubleshooting and chat education), 40% from customers (technical inquiries, with call transfers to specialized engineers).
- Customer success focus: Identify and assess customer needs, manage Sourcing Event-related queries, and handle low-severity tasks.
- Collaborate with the support team: Work closely with team members and assist with supplier chat queue queries.
- Additional projects: Take on extra tasks as needed to support the team and business goals.
- Career development: 4 hours/week dedicated to technical training, with the goal of advancing to a technical support engineer role within 1-2 years.
What You Will Bring to Coupa:
- 1 to 3 years of customer service experience with strong communication skills (both phone and written through ticketing systems).
- Familiarity with CRM systems and practices, with great attention to detail and multitasking abilities.
- Calm under pressure, demonstrating patience