Business Solutions Support Expert

Technical Support Specialist Role Overview

As a Technical Support Specialist at Coupa, you will be pivotal in supporting enterprise customers utilizing our cloud-based platform. You will contribute to a dynamic global team dedicated to exceeding customer expectations and fostering their success.

This role is ideal for individuals who are self-motivated, fast learners with excellent written and verbal communication skills. If you possess technical background in Linux, Unix, and other Operating Systems, along with knowledge of XML, HTML, and Web technologies, this may be the perfect opportunity for you.

Job Description:

   • Provide second level techno-functional support on Coupa enterprise solution (including power apps and acquired products that are assigned to the product vertical) and associated business understanding

   • Develop an understanding of how our customers do business and what role our products play in that business

   • Proficiently handle customer issues and escalations for production environments within guidelines across Severity levels

   • Gather detailed information from customers to assist in problem identification and resolution, exercise independent thinking in trouble-resolution skills

Required Skills and Qualifications:

• Must be a fast learner, self-motivated, and able to work in a fast-paced environment with at-least 2 to 5 years of Enterprise support experience
• Possesses excellent written and verbal communication skills at all levels of an organisation, internally and externally
• Fluency in English is a pre-requisite
• Technical background in Linux, Unix and other Operating Systems
• Knowledge of XML, HTML and other Web technologies
• Ability to read database tables using SQL queries, and log files thus enabling effective troubleshooting and fast resolution of customer issues

Benefits:

   • Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.

   • Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.

Others:

   • Work with other business units, including the Integration team, Operations, Engineering and Customer Success, as required ensuring strong customer satisfaction

   • Create and contribute to the development of knowledge articles in Coupa's knowledge base

   • Keep up to date on training through CoupaU and complete 100% of all required certifications

   • Read, analyze, and comprehend functional documentation in line with Coupa's product releases

Requirements:

   • Must be willing to work in a 24x5 environment including On-call support for weekends

Responsibilities:

   • The Impact of a Technical Support Specialist at Coupa:

   • As a Technical Support Specialist, you will leverage a curious and sharp technical acumen to provide customers with expert guidance on best practices

   • Responsibilities include providing case status and next steps to the customer and management according to Support offerings Service Level Targets

   • Other responsibilities include creating and contributing to the development of knowledge articles in Coupa's knowledge base

   • Work with other business units, including the Integration team, Operations, Engineering and Customer Success, as required ensuring strong customer satisfaction

   • Keep up to date on training through CoupaU and complete 100% of all required certifications

   • Read, analyze, and comprehend functional documentation in line with Coupa's product releases

Why This Role?

This Technical Support Specialist role at Coupa offers the chance to develop a deep understanding of how our customers do business and what role our products play in that business. With excellent communication skills, you will be pivotal in supporting enterprise customers utilizing our cloud-based platform. Your expertise in Linux, Unix, and other Operating Systems, along with knowledge of XML, HTML, and Web technologies, will enable you to proficiently handle customer issues and escalations for production environments. In return, you can expect a challenging yet rewarding role with opportunities for growth and professional development.