Technical Support Specialist - BOGOTA (10021)

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. 

• 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)

• 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

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.