Technical Support Supervisor

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 Supervisor you will play a crucial role in leading our global Tier 2 Support team. This includes the fostering and development of the individual team members, and your responsibilities will involve support, management, administrative, quality and financial oversight of the support services provided by the team to our customers. Additionally, you will identify and resolve issues related to customer engagements and be involved in escalations or steering activities related to the support services provided. This position reports to the Technical Support Manager.
RESPONSIBILITIES
Line-management:

• Perform regular 1-2-1s and coaching/mentoring sessions.
• Lead the team fostering a collaborative culture based on trust.
• Maintain strong performance accountability by regularly assessing Tier 2 members to ensure they consistently meet or surpass minimum performance expectations.

Resource Planning:

• Own the workload distribution for the Tier 2 team, removing any blockers and liaising externally with other departments to ensure adequate ownership and progress.
• Ensure an equitable distribution of the workload across the team.
• Perform regular reviews to assess team capacity and use data to make decisions

Collaboration:

• Build and maintain trusted and collaborative relationships with customer support, product, sales, development, delivery and other teams to manage escalations and resolve the most complex issues/queries.
• Participate in brainstorming sessions and contribute with creative ideas.

Quality Assurance:

• Ensure high quality delivery across all support services provided by the team.

Escalations Management:

• Proactively identify potential support services issues, trying to minimize client impact where possible.
• Act as escalation point for Tier 2 team members for any customer engagement related to the support services provided by the team.
• Collaborate with internal stakeholders to resolve escalations, or further escalate if required.

Other responsibilities:

• Improve and maintain Tier 2 support processes and increase team awareness and adoption of such processes.
• Identify resource requirements and work with the Technical Support Manager and Leadership team to actively recruit where required.
• Deploy effective and efficient onboarding programs for new staff.
• Participate with other Team Leads and Managers in the Customer Support Group in group level discussions, meetings, and process improvement projects.

QUALIFICATIONS

• Education at degree level or equivalent work experience. Bachelor's degree in computer science, Information Technology, or related technical discipline preferred.
• Minimum three (3) years of experience in software troubleshooting, technical support, or relevant experience.
• Strong Technical Support experience interfacing with external (and global) customers.
• Demonstrable experience of leading technical teams.
• Previous experience working in a global team with distributed workforce.
• Experience working to effectively troubleshoot, and problem solving. 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. May also support multiple products and technology.
• Ability to learn new technologies while maintaining high levels of performance in a high-pressure environment.
• Strong communication, both written and verbal.
• Highly motivated and task-driven, demonstrating a strong sense of self-accountability.
• Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
• Ability to build relationships with internal teams across all functions.
• 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:

• Project Management: Oversee technical support projects, ensuring they are executed efficiently and meet deadlines.
• A powerful blend of technical proficiency and outstanding interpersonal abilities.

What you'll experience working at UL:

• Mission: For UL Solutions, corporate and social responsibility isn't new. Making the world a safer, more secure and sustainable place has been our business model for the last 130 years and is deeply engrained in everything we do.
• People: Ask any UL Solutions employee what they love most about working here, and you'll almost always hear, "the people." Going beyond what is possible is the standard at UL Solutions. We're able to deliver the best because we employ the best.
• Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers' create. We're inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles, you will get international experience working with colleagues around the world.
• Grow & achieve: We learn, work and grow together with targeted development, reward and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.
• Total Rewards: All employees at UL Solutions are eligible for bonus compensation. UL Solutions offers a generous 401k matching structure of up to 5% of eligible pay. Additionally, we invest an additional 4% into your retirement saving fund after your first year of continuous employment. We provide Healthcare Reimbursement Accounts and Health Savings Accounts that UL Solutions contributes to twice per year! Depending on your role, you can work with your manager on flexible working arrangements. We also provide employees with paid time off including vacation, holiday, sick and volunteer time off.

Learn More:
Working at UL Solutions is an exciting journey that twists and turns daily. We thrive in the twists and revel in the turns. This is our every day. This is our normal.
Curious? To learn more about us and the work we do, visit UL.com.
#LI-SG2
#LI-Hybrid
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.
ABOUT THE TEAM
We solve our customers' problems. \"Helping clients meet their safety and performance goals means understanding their business processes from start to finish and not just focusing on project parameters.\" UL Solutions' Software & Advisory (S&A) services help customers reduce complexity, ensure compliance, improve quality and operational performance, and drive sustainability.