Technical Support Engineer - German proficiency

Location

Pune | India

Job description

Through the power of trillions of dollars in business spend, Coupa's mission is to unlock our customers' full potential to do well and do good, anchored in our shared belief that we are smarter together. Our customers, suppliers, and employees- our Coupanians- come together to co-create ideas and innovations that impact the power of spend.

Requirements:

• 3 to 6 years of rich experience in working directly with enterprise customers in a technical support environment
• Possesses 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 problems
• Fluency 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 domains
• Payments domain/field information and understanding of the Procurement domain will be an added advantage
• 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, thus enabling effective troubleshooting and fast resolution of customer issues
• Has an understanding of web services, windows scheduler systems
• Understanding of Web servers, Application servers and Databases will be preferred
• Knowledge and understanding of scripts will be an added advantage
• Has experience using CRM and/or helpdesk call tracking
• Willing to work in a 24x5 environment including on-call support for weekends
• A fast learner, self-motivated, and able to work in a fast-paced environment. Believes in and committed to and ensuring customers' success

Responsibilities:

• Provide a second level of techno-functional support on the Treasury product line and acquired products
• Develop an understanding of how our customers do business and what role our products play in that business
• Proficiently handles customer issues and escalations for production environments within guidelines across severity levels
• Gathers and records detailed information from customers to assist in problem identification and resolution, exercises 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, Operations, Engineering and Customer Success teams, as required ensuring strong customer satisfaction
• Create and contribute to the development of knowledge articles in Coupa's knowledge base
• Keep up to date on training through internal / external training portals and complete 100% of all required certifications
• Read, analyse, and comprehend functional documentation in line with Coupa's product releases

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 . 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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