Customer Service Specialist

hace 4 semanas


Bogota, Colombia Coupa Software A tiempo completo

Through the power of trillions of dollars in business spend, Coupa’s mission is to unlock our customers' full potential to do well and do good, anchored in our shared belief that we are smarter together. Our customers, suppliers, and employees
- our Coupanians
- come together to co-create ideas and innovations that impact the power of spend.

Through the power of trillions of dollars in business spend, Coupa’s mission is to unlock our customers' full potential to do well and do good, anchored in our shared belief that we are smarter together. Our customers, suppliers, and employees
- our Coupanians
- come together to co-create ideas and innovations that impact the power of spend.

We are seeking Technical Support Specialists to join our growing team in Bogota, Columbia. You will work to support enterprise customers of Coupa’s cloud-based platform and be part of a global team. This is an excellent opportunity to join a high growth, global software company where we will help you to develop your career.

**Responsibilities**:

- Manage incoming calls and customer service inquiries
- Roughly 60% of the calls will be suppliers. You will do some basic troubleshooting and triaging of those calls. You’ll also educate the suppliers of the supplier chat channel that is dedicated to their success.The remaining 40% of calls are direct customers and most of those calls will be technical in nature. You will 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
- Manage inbound Sourcing Event related queries
- 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
- 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**:

- Customer service experience
- Fluency in Spanish and English is essential. Portuguese is an added plus
- Strong soft skills via the phone and written communication via a ticketing system
- Familiarity with CRM systems and practices. Experience with a CRM tool such as Salesforce is considered a plus
- Great attention to detail and the ability to multitask
- The capacity to remain calm and patient under pressure
- Excellent time management, teamwork and organizational skills
- Aptitude and strong desire to take on a more technical career path (as demonstrated by getting a technical degree and/or experience in a technical domain)
- Knowledge of the Procurement domain will be an added advantage

LI-Remote

The culture at Coupa is why Coupa is certified as a “Great Place to Work” by the Great Place to Work organization. At Coupa, we’re building a great company that is laser-focused on three core values:
**ensuring customer success** with an obsessive and unwavering commitment to making customers successful,
**focusing on results** with a relentless focus on delivering results through innovation and having a bias for action, and
**striving for excellence** with our commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

At Coupa, we have a solid and innovative team dedicated to improving the spend management processes of today's dynamic businesses. We celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer. All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.
- Coupa’s Privacy Policy_



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