External Identity Support Analyst providing advanced technical support for identity platforms. Ensuring stable and secure identity services across Managed Solution Support portfolio in a collaborative environment.
About the role
- Technical Support Specialist supporting enterprise customers on Coupa's spend management platform. Managing customer inquiries and leveraging technical acumen to drive successful outcomes in a collaborative team environment.
Responsibilities
- Manage inbound calls and customer service inquiries.
- Handle supplier calls (approximately 60%), including basic troubleshooting, triage, and education on the dedicated supplier chat channel.
- Manage direct customer calls (approximately 40%), primarily technical; verify product vertical and route to the appropriate Technical Support Engineer.
- Identify and assess customer needs to drive successful outcomes.
- Manage inbound Sourcing Event inquiries.
- Resolve low-severity customer tasks.
- Collaborate with the wider Support team.
- Provide coverage in the supplier chat queue as required.
- Support additional projects as needed.
- Experience with CRM tools (e.g., Salesforce) is preferred.
- Participate in four hours per week of technical development to prepare for progression into a Technical Support Engineer role within 1–2 years.(dependent upon your pace of progress with the technical training).
Requirements
- 1 to 3 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.
Benefits
- Pioneering Technology
- Collaborative Culture
- Global Impact
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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