Technical Support Specialist - 10942 at Coupa Software

Pune, Maharashtra, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, Spend ManagementIndustries

Requirements

Fast learner, self-motivated, and able to work in a fast-paced environment with at least 5 to 7 years of Enterprise support experience
Excellent written and verbal communication skills at all levels of an organization, internally and externally
Technical background in Linux, Unix, and other Operating Systems
Skilled in using XML, HTML, and other Web technologies
Ability to read database tables using SQL queries and log files for effective troubleshooting and fast resolution of customer issues
Understanding of the Procurement domain (added advantage)
Understanding of Web servers, Application servers, and Databases (preferred)
Knowledge and understanding of scripts (added advantage)
Willing to work in a 24x5 environment including On-call support for weekends

Responsibilities

Provide second level of techno-functional support on Coupa enterprise solution (including power apps and acquired products assigned to the product vertical) and associated business understanding
Develop an understanding of how customers do business and what role Coupa products play in that business
Proficiently handle customer issues and escalations for production environments within guidelines across Severity levels
Gather and record detailed information from customers to assist in problem identification and resolution, exercising independent thinking in trouble-resolution skills
Provide case status and next steps to the customer and management according to Support offerings Service Level Targets
Work with other business units, including the Integration team, Operations, Engineering, and Customer Success, as required to ensure strong customer satisfaction
Create and contribute to the development of knowledge articles in Coupa’s knowledgebase
Keep up to date on Training through CoupaU and complete 100% of all required certifications
Read, analyze, and comprehend functional documentation in line with Coupa’s product releases

Skills

Technical Support

Cloud Platforms

Troubleshooting

Customer Escalations

Power Apps

Enterprise Software

Problem Identification

Coupa Software

Cloud-based spend management and procurement solutions

About Coupa Software

Coupa Software provides a cloud-based platform for spend management and procurement solutions. Its suite of tools helps businesses manage their expenditures by integrating procurement, invoicing, and expense management into one system. This integration reduces inefficiencies that occur when these processes are handled separately. Coupa serves a wide range of clients, from large enterprises to mid-sized companies, across various industries. The company operates on a subscription-based model, allowing clients to pay a recurring fee for access to its tools, which can be scaled as needed. Coupa differentiates itself from competitors by offering a user-friendly interface that resembles online shopping, promoting high user adoption and satisfaction. The goal of Coupa Software is to help businesses control costs and improve financial efficiency through its comprehensive platform.

San Mateo, CaliforniaHeadquarters

2006Year Founded

$164.4MTotal Funding

IPOCompany Stage

Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Insurance Package

Family Support

Legal Assistance

Student Loan Assistance

Employee Assistance

Discounts

Risks

Rising AI model costs could impact Coupa's pricing strategy and competitiveness.

Increased competition from AI-integrated procurement solutions may challenge Coupa's market position.

Security and trust in digital payments require continuous enhancements to avoid reputational damage.

Differentiation

Coupa integrates procurement, invoicing, and expense management into a single cloud-based platform.

The company offers a user-friendly interface that mimics online shopping for high adoption rates.

Coupa's robust data set of over $7 trillion in spend enhances decision-making capabilities.

Upsides

AI-driven procurement solutions are gaining traction, enhancing efficiency and decision-making.

Coupa's focus on supply chain visibility earned it a 2024 Top Software & Tech Award.

The shift in procurement to a strategic growth lever aligns with Coupa's comprehensive solutions.

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