Technical Support Specialist

What you'll 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.

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.