Coupa makes companies operate smarter and grow faster. Our leading AI-driven platform connects and optimizes sourcing, purchasing, supply chains, and financial management. More than 3,000 global organizations large and small trust Coupa to transform operating margins, increase efficiencies and growth, optimize cash, and reduce risk.
Requirements:
3 to 6 years of rich experience in working directly with enterprise customers in a technical support environmentPossesses excellent written and verbal communication skills at all levels of an organization, internally and externally. Able to articulate and communicate clearly with customers for solutions to complex technical problemsFluency in English and German languages (written as well as verbal)Hands-on experience with the Treasury domain is a must have. Should have working knowledge around host-to-host, SWIFT, EBICS domainsPayments domain/field information and understanding of the Procurement domain will be an added advantageTechnical background in Linux, Unix and other Operating SystemsSkilled in using XML, HTML and other Web technologiesAbility to read database tables using SQL queries, and log files, thus enabling effective troubleshooting and fast resolution of customer issuesHas an understanding of web services, windows scheduler systemsUnderstanding of Web servers, Application servers and Databases will be preferredKnowledge and understanding of scripts will be an added advantageHas experience using CRM and/or helpdesk call trackingWilling to work in a 24x5 environment including on-call support for weekendsA fast learner, self-motivated, and able to work in a fast-paced environment. Believes in and committed to and ensuring customers’ successResponsibilities:
Provide a second level of techno-functional support on the Treasury product line and acquired productsDevelop an understanding of how our customers do business and what role our products play in that businessProficiently handles customer issues and escalations for production environments within guidelines across severity levelsGathers and records detailed information from customers to assist in problem identification and resolution, exercises independent thinking in trouble-resolution skillsProvide case status and next steps to the customer and management according to Support offerings Service Level TargetsWork with other business units, including the Integration, Operations, Engineering and Customer Success teams, as required ensuring strong customer satisfactionCreate and contribute to the development of knowledge articles in Coupa’s knowledge baseKeep up to date on training through internal / external training portals and complete 100% of all required certificationsRead, analyse, and comprehend functional documentation in line with Coupa’s product releases#LI-AK3
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. Learn more about our commitment to fostering diversity, equity and inclusion at Coupa
here. 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.
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