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
Supervisor.
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
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 highpressure environment.• Strong communication skills, both written and verbal.• Fluent Japanese and English is essential and additional languages beneficial (e.g. German, French,
Spanish, 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.• Industry knowledge in Sustainability 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.
ABOUT THE TEAM
We solve our customers' problems. Within Software & Advisory (S&A) services, UL Solutions' Enterprise Sustainability business focuses on solving some of the most pressing world challenges - renewables, energy transition, sustainability, health & wellbeing, return to work and people safety. We do this through Renewable Energy Advisory and Digital Services, Environmental, Health and Safety Software & Learning programs, best in class Sustainability and ESG reporting software with UL 360, advisory services, subject matter experts and Healthy Buildings testing and verification.
