Technical Support Specialist

JOB DESCRIPTION
At UL, customers are core, and as a result, all responsibilities will center around improving the customer experience. In the role of Technical Support Specialist, you will play a crucial role in serving our customers. This includes performing the day-to-day support and maintenance of various UL Software products for our global, external customer base, where engagements vary in scope and complexity but include working to investigate and troubleshoot system and configuration issues and providing assistance with configuration requests. This position reports to the Technical Support Lead.
RESPONSIBILITIES
• Configuration and Troubleshooting:
o Investigate and troubleshoot system and configuration issues raised by customers or impacting customers.
o Provide assistance to existing customers at critical times of the year. May support multiple products and technology.
o Advise and assist customers in maintaining their use and configuration of the software solution(s).
o Configure the system as per defined requirements using the software user interface.
• Collaboration:
o Collaborate with other team members on complex issues/requirements.
o Coach new team members. o Participate in brainstorming sessions and contribute with creative ideas.• Other responsibilities:
o Attend customer meetings and calls as and when required.
o Provide training to customers on existing functionality.
o Perform additional duties as needed.
QUALIFICATIONS
• Education at degree level or equivalent work experience. Bachelor's degree in computer science, Information Technology, or related technical discipline preferred. Education at degree level in engineering may be required.
• Minimum three (3) years of experience in software troubleshooting, technical support, or relevant experience.
• Experience interfacing with external (and global) customers.
• Experience working to effectively troubleshoot, and problem solve. This includes being able to work independently to analyze the situation, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution.
• Ability to learn new technologies while maintaining high levels of performance in a high pressure environment.
• Strong communication skills, both written and verbal.
• Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
• Ability to build and maintain relationships with customers.
• Change mindset: contribute to and actively participate in change initiatives, offer ideas for continuous improvement.
Preferred Skills:
• Previous experience working in a global team with distributed workforce is desirable.
ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.