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Responsibilities:
- Provide second level of techno-functional support on Coupa enterprise solution (including power apps and acquired products that are assigned to the product vertical) and associated business understanding
- 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 team, Operations, Engineering and Customer Success, as required ensuring 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
- Active participation in knowledge sharing processes, per team-specific targets
