Technical Support Specialist
hace 2 semanas
Bogota, Colombia
Services - Support
/
Entry Level-Full Time
/
Hybrid
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 Life at Coupa blog and hear from our employees about their experiences working at Coupa.
**What You'll Do**:
Managing 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
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)
**What You Will Bring to Coupa**:
1+ years of tangible customer service experience
Strong soft skills via the phone and written communication via ticketing system
Familiarity with CRM systems and practices
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 Procurement domain will be an added advantage
LI-HYBRID
LI-MH2
Please be advised that inquiries or resumes from recruiters will not be accepted.
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