15mo ago

Technical Support Specialist - 10436

Colombia·Bogotáfull-timemid

Customer SupportTechnical Support Specialist

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Quick Summary

Key Responsibilities

Handle inbound calls: 60% from suppliers (basic troubleshooting and chat education), 40% from customers (technical inquiries, with call transfers to specialized engineers).

Technical Tools

Customer SupportTechnical Support Specialist

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.

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.

Responsibilities

~3 min read

→Handle inbound calls: 60% from suppliers (basic troubleshooting and chat education), 40% from customers (technical inquiries, with call transfers to specialized engineers).
→Customer success focus: Identify and assess customer needs, manage Sourcing Event-related queries, and handle low-severity tasks.
→Collaborate with the support team: Work closely with team members and assist with supplier chat queue queries.
→Additional projects: Take on extra tasks as needed to support the team and business goals.
→Career development: 4 hours/week dedicated to technical training, with the goal of advancing to a technical support engineer role within 1-2 years.

→1 to 3 years of customer service experience with strong communication skills (both phone and written through ticketing systems).
→Familiarity with CRM systems and practices, with great attention to detail and multitasking abilities.
→Calm under pressure, demonstrating patience and effective time management.
→Teamwork and organizational skills, with the ability to manage tasks efficiently.
→Interest in pursuing a technical career, with a technical degree or relevant experience; knowledge of procurement is a plus.

#LI-Hybrid

#LI-TC1

At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being . We offer a comprehensive suite of benefits designed to help you and your family thrive:

Global Well-Being Perks (For All Employees Globally)

→Global Wellness Days: Enjoy two designated, company-wide paid wellness days off each year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together .
→Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month .
→Volunteer Time Off (VTO): Giving back is in our DNA. We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about .
→Employee Assistance Program (EAP): Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents .
→Business Travel Protection: Travel with peace of mind. Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel .
→Referral Bonus Program: Share the Coupa experience! Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles .

Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.

Coupa 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 Coupa’s Privacy Policy 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.