Krystian Carnahan

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 knowledge base.
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

Conduct Investigations: Conduct thorough investigations to gather information and evidence related to various cases, such as legal, financial, or personal matters.

Surveillance: Utilize surveillance techniques to observe individuals, locations, or activities discreetly and ethically.

Research: Collect and analyze information through online research, public records, interviews, and other sources to gather relevant data for investigations.

Interviews: Interview individuals, witnesses, and other relevant parties to gather insights and statements related to cases.

Evidence Collection: Collect, document, and preserve evidence in a manner that ensures its admissibility in legal proceedings.

Report Writing: Prepare detailed and accurate reports summarizing findings, observations, and evidence gathered during investigations.

Legal Compliance: Ensure all investigative activities comply with applicable laws, regulations, and ethical standards.

Collaboration: Collaborate with law enforcement, legal professionals, and other stakeholders as necessary to support ongoing investigations.

Testify in Court: Provide testimony in court or during legal proceedings as an expert witness based on the findings of investigations.

Maintain Confidentiality: Handle sensitive information with the utmost discretion and maintain client confidentiality.

Qualifications:

Education: Bachelor's degree in criminal justice, law enforcement, or a related field is preferred.

Experience: Prior experience in law enforcement, military, or a related investigative field is often required.

Licensing: Obtain and maintain any required licenses or certifications for private investigators in the jurisdiction.

Observational Skills: Strong attention to detail and excellent observational skills for effective surveillance.

Communication: Clear and effective communication skills, both written and verbal.

Analytical Skills: Strong analytical and critical thinking skills to assess and interpret information.

Ethical Conduct: Adherence to high ethical standards and a commitment to legal and professional conduct.

Technology Proficiency: Familiarity with investigative tools, surveillance equipment, and computer software.

Surveillance: Monitor premises through patrols, surveillance cameras, and other security systems to ensure a safe and secure environment.

Access Control: Control and regulate access to the premises, checking identification, and ensuring only authorized personnel enter.

Emergency Response: Respond promptly to alarms, emergencies, and incidents. Take appropriate actions to address and resolve issues.

Patrol: Conduct regular patrols of the property to deter and detect any suspicious activities or security breaches.

Report Writing: Document incidents, observations, and activities in written reports. Maintain accurate records of security-related events.

Customer Service: Provide excellent customer service by assisting visitors, answering inquiries, and directing them to the appropriate areas.

Conflict Resolution: Handle conflicts or disturbances calmly and professionally, taking appropriate actions to resolve issues while maintaining a safe environment.

Collaboration: Work closely with law enforcement, emergency services, and other security personnel to ensure a coordinated response to incidents.

Emergency Preparedness: Stay informed about emergency procedures and protocols. Act in accordance with established safety and security guidelines.

Maintain Equipment: Ensure the proper functioning and maintenance of security equipment, such as surveillance cameras, alarms, and communication systems.

Provide technical assistance to customers via phone, email, or chat.
Diagnose and troubleshoot technical issues related to software, hardware, or network systems.
Collaborate with cross-functional teams to resolve complex technical problems.
Document customer interactions, issues, and solutions in a clear and concise manner.
Escalate unresolved issues to higher levels of support or development teams.
Maintain a high level of customer satisfaction through timely and effective communication.

Scheduling and Dispatching: Efficiently schedule and dispatch field technicians to customer locations based on service requests, installations, and maintenance requirements.

Customer Communication: Communicate with customers to coordinate service appointments, confirm scheduling details, and provide information on the arrival of field technicians.

Routing Optimization: Optimize technician routes to maximize efficiency, minimize travel time, and meet service level agreements.

Work Order Management: Generate and manage work orders for field technicians, ensuring accurate documentation of service requests and scheduling details.

Coordination with Technical Teams: Collaborate with technical teams, including field technicians and support staff, to ensure a smooth flow of information and timely completion of tasks.

Emergency Response: Handle emergency scheduling and dispatching situations effectively, prioritizing urgent service requests.

Customer Service: Address customer inquiries regarding service appointments, rescheduling, and other scheduling-related matters in a professional and customer-friendly manner.

Documentation: Maintain accurate records of scheduling activities, customer interactions, and any changes to service appointments.

Problem Resolution: Identify and resolve scheduling conflicts, ensuring minimal disruptions to service delivery.

Continuous Improvement: Participate in the development and implementation of process improvements related to scheduling and dispatching.

System Configuration and Maintenance: Install, configure, and maintain Linux-based operating systems and related software.

Server Management: Administer servers, ensuring optimal performance, security, and availability.

User Account Management: Create, modify, and manage user accounts, permissions, and access controls.

Monitoring and Troubleshooting: Monitor system performance, troubleshoot issues, and implement corrective actions to ensure smooth operation.

Security: Implement and maintain security measures, including firewalls, intrusion detection/prevention systems, and regular security audits.

Backup and Recovery: Develop and execute backup and recovery strategies to protect data integrity and ensure business continuity.

Patch Management: Apply patches and updates to software and systems to address vulnerabilities and enhance functionality.

Scripting and Automation: Develop and maintain scripts for automation of routine tasks, improving efficiency and consistency.

Collaboration: Collaborate with other IT teams, developers, and stakeholders to support infrastructure requirements.

Capacity Planning: Perform capacity planning to anticipate and meet future system requirements.

Documentation: Maintain accurate documentation of system configurations, procedures, and troubleshooting steps.

Team Management: Lead and supervise a team of tire technicians and service personnel, fostering a positive and collaborative work environment.

Customer Service: Ensure exceptional customer service by addressing customer inquiries, resolving issues, and providing guidance on tire and automotive services.

Sales: Drive sales initiatives by effectively communicating product and service offerings, providing recommendations, and maximizing customer satisfaction.

Inventory Management: Oversee inventory levels, order necessary supplies, and manage stock to ensure availability of products for customer needs.

Operational Efficiency: Implement and maintain efficient shop operations, including scheduling appointments, managing workflow, and optimizing service delivery.

Quality Assurance: Ensure the quality of tire installations, repairs, and other automotive services, adhering to safety and industry standards.

Employee Training: Provide training to staff on company policies, procedures, and safety guidelines, as well as new products and technologies.

Performance Evaluation: Conduct performance reviews for team members, set goals, and provide constructive feedback to support professional development.

Facility Maintenance: Oversee the cleanliness and maintenance of the shop, equipment, and facilities to create a safe and welcoming environment.

Compliance: Ensure compliance with company policies, industry regulations, and safety standards.

Server Management: Administer, configure, and maintain web hosting servers and related systems to ensure optimal performance, reliability, and security.

Datacenter Operations: Oversee and manage day-to-day datacenter operations, including hardware installations, maintenance, and troubleshooting.

Network Infrastructure: Configure and maintain network infrastructure to support web hosting services, ensuring high availability and efficient data transfer.

Security Measures: Implement and maintain security measures, including firewalls, intrusion detection/prevention systems, and regular security audits.

Web Hosting Services: Manage and support various web hosting services such as shared hosting, virtual private servers (VPS), and dedicated servers.

Backup and Recovery: Develop and execute backup and recovery strategies to protect data integrity and ensure business continuity.

Resource Allocation: Monitor server resources, allocate resources as needed, and plan for capacity expansion to accommodate growing hosting requirements.

Collaboration: Collaborate with other IT teams, developers, and support staff to ensure seamless integration of web hosting services with other systems.

Scripting and Automation: Develop and maintain scripts for automation of routine tasks, improving efficiency and consistency.

Documentation: Maintain accurate documentation of server configurations, procedures, and troubleshooting steps.

Customer Support: Provide technical support to customers and internal teams on web hosting-related issues, ensuring timely resolution.

Server Management: Administer, configure, and maintain web hosting servers and related systems to ensure optimal performance, reliability, and security.

Datacenter Operations: Oversee and manage day-to-day datacenter operations, including hardware installations, maintenance, and troubleshooting.

Network Infrastructure: Configure and maintain network infrastructure to support web hosting services, ensuring high availability and efficient data transfer.

Security Measures: Implement and maintain security measures, including firewalls, intrusion detection/prevention systems, and regular security audits.

Web Hosting Services: Manage and support various web hosting services such as shared hosting, virtual private servers (VPS), and dedicated servers.

Backup and Recovery: Develop and execute backup and recovery strategies to protect data integrity and ensure business continuity.

Resource Allocation: Monitor server resources, allocate resources as needed, and plan for capacity expansion to accommodate growing hosting requirements.

Collaboration: Collaborate with other IT teams, developers, and support staff to ensure seamless integration of web hosting services with other systems.

Scripting and Automation: Develop and maintain scripts for automation of routine tasks, improving efficiency and consistency.

Documentation: Maintain accurate documentation of server configurations, procedures, and troubleshooting steps.

Customer Support: Provide technical support to customers and internal teams on web hosting-related issues, ensuring timely resolution.

Customer Assistance: Provide technical support to customers, addressing inquiries, troubleshooting connectivity issues, and resolving service-related problems.

Service Activation: Assist customers in activating and configuring internet services, including routers, modems, and other networking equipment.

Diagnosis and Troubleshooting: Diagnose and troubleshoot hardware, software, and network-related issues reported by customers, following established procedures.

Network Configuration: Guide customers in configuring routers, modems, and other networking devices to optimize internet connectivity.

Billing Inquiries: Address billing inquiries, payment issues, and assist customers with understanding their service plans and charges.

Service Outages: Communicate with customers regarding service outages, planned maintenance, and provide timely updates on issue resolution.

Documentation: Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions in the support ticketing system.

Remote Support: Utilize remote access tools to provide efficient support and resolve technical issues without on-site visits.

Escalation: Escalate complex technical issues to higher-tier support or relevant departments for further investigation and resolution.

Product Knowledge: Stay updated on the ISP's products, services, and promotions to provide accurate information and effectively cross-sell or upsell when appropriate.

Customer Education: Educate customers on best practices for maintaining a stable and secure internet connection.