Technical Support Agent
Pune, India
2d ago

Do you want to work for Coupa Software

the world's leading provider of cloud-based spend management solutions? We’re a company that had a successful IPO in October 2016 (NASDAQ : COUP) to fuel our innovation and growth.

At Coupa, we’re building a great company that is laser focused on three core values :

1. Ensure Customer Success Obsessive and unwavering commitment to making customers successful. 2. Focus On Results Relentless focus on delivering results through innovation and a bias for action.

3. Strive For Excellence Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

Responsibilities :

  • 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).
  • Handle low severity customer tasks
  • Work closely with the wider Support team
  • Periodically help in the supplier chat queue (answering supplier queries)
  • Take on additional projects as needed
  • Experience with a CRM tool such as Salesforce is considered a plus
  • You will be provided 4 hours per week to develop technical skills on the job as a means of preparing you for career advancement as a technical support engineer within 1-2 years (dependent upon your pace of progress with the technical training).
  • Requirements :

  • 6 months - 2 years of experience in handling live customer calls and logging tickets on behalf of the client.
  • Should have a strong focus on Customer Success.
  • Professional written and interpersonal skills. Should have the potential to communicate intricate technical information in layman’s terms.
  • Must be a fast learner, self-motivated, and able to work in a fast-paced environment.
  • 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.
  • Understanding of SQL scripting will be preferred.
  • Working knowledge / understanding of Cloud technologies will be favorable.
  • Knowledge / understanding of the Procurement domain will be favorable.
  • At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today’s dynamic businesses.

    It’s our people who make it happen, and we strive to attract and retain the best in every discipline.We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches And much more!As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.

    Please be advised, inquiries or resumes from recruiters will not be accepted.

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