Technical Support Specialist

Pune, Maharashtra
Permanent
Full-time

2 days ago

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 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 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:

Provide second level of 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 handles customer issues and escalations for production environments within guidelines across Severity levels
Gathers and records detailed information from customers to assist in problem identification and resolution, exercises independent thinking in trouble-resolution skills
Provide case status and next steps to the customer and management according to Support offerings Service Level Targets
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

What You Will Bring to Coupa:

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-requsitie
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
Understanding of Web servers, Application servers and Databases (preferred)
Hands-on experience of SQL scripting will be preferred
Understanding of the Procurement domain will be an added advantage
Willing to work in a 24x5 environment including On-call support for weekends

#LI-ML1Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.Please be advised that inquiries or resumes from recruiters will not be accepted.By submitting your application, you acknowledge that you have read and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.

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