Senior Technical Support Specialist - Learning Management Software

JOB DESCRIPTION
At UL, customers are core, and as a result, all responsibilities will center around improving the customer experience.As a Senior Technical Support Specialist, you will play a crucial role in serving our customers. This includes performing the most complex 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 and analysis requests. Working cross functionally across various teams (including Delivery, Product, Development, Infrastructure, etc.) is also a key aspect of the role.
RESPONSIBILITIES

• Configuration, analysis and Troubleshooting:
  - Investigate and troubleshoot system and configuration issues raised by customers or impacting customers, including checking error logs, file configurations, and networking issues
  - Configure the system as per defined requirements using the software user interface and make modifications based on customer requests
  - Manage communications with customers during downtime events, including scheduled maintenance and system outages
  - Learn how to build software components and maintain/update catalog of learning courses.
  - Troubleshoot system behavior including automated report generation, course upload and delivery issues, and API integrations
  - Provide assistance to existing customers at critical times of the year. May support multiple products and technology.
• Collaboration:
  - Liaise with development, product management and infrastructure teams for advanced configuration and (custom) development of the system(s).
  - Train and coach junior team members.
  - Participate in brainstorming sessions and contribute with creative ideas.
• Escalations management: Manage escalations from Tier 2 teams.
• Quality Assurance:
  - Ensure quality delivery and perform independent testing.
  - Involved in peer review and testing of other team members' code changes.
  - May participate in software testing and quality assurance.

QUALIFICATIONS

• Education at degree level or equivalent work experience. Bachelor's degree in computer science, Information Technology, or related technical discipline preferred.
• Minimum five 5 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.
• 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 a distributed workforce is desirable.

Industry knowledge in Health, Learning, Compliance, Sustainability and/or Renewables is a plus.

Experience or familiarity with mechanical/electrical or power system engineering is a plus

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.