Software Support Specialist

Location US-NJ-Princeton
Job ID
# of Openings
Job Category
Software Development


General – Green Earth – Safer World

At UL, we know why we come to work.

Thousands of us around the world wake up every day with a common purpose to make the world a safer, more secure and sustainable place. Science is in our DNA; we are endlessly curious and passionate about seeking and speaking the truth. We take delight in knowing that our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion and excellence. UL stands at the forefront of technological advancement, and we are continually challenged to find new ways to foster innovation and positive change. Satisfying? Yes. Exciting? Absolutely!

What you’ll learn & achieve:

  • Provide broad spectrum, initial contact support for UL customers as well as internal stakeholders such as Sales, Marketing, and Professional Services in a dynamic multichannel environment
  • Take ownership of customer issues through delivery of best possible solution
  • Use support tools (Oracle Service Cloud, Cisco, etc.), provided training, and answer documentation to provide resolution to customer problems and issues
  • Perform logical troubleshooting steps and use critical thinking to resolve the event through utilization of the above-mentioned tools, skills, and analyst's knowledge
  • Effectively work independently with little or no direct supervision
  • Document all actions used in troubleshooting/resolving the event as well as the results in the event management software
  • Create and update resolution documentation for the knowledge management database to distribute skills throughout the Support organization
  • Maintain up-to-date knowledge level in standard product use scenarios and technical processes
  • Continuously cross-train, provide backup support, mentor and train other members of the organization
  • Ability to meet key performance indicators such as first-call resolution, schedule adherence, and contact quality

What makes you a great fit:

Minimum Requirements:

  • One year of demonstrated 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 an ambiguous, high-pressure environment
  • Ability to work flexible hours between 8am to 6pm CST Monday – Friday including possible overtime based upon client demands
  • Ability to work outside of the standard support window on a rotating basis as part of the organization’s emergency response plan
  • Ability to capture and document case notes in a timely manner. (50+ WPM preferred)
  • Ability to empathize with the customer situation or event
  • Demonstrated proficiency in the following skills: communication (both written  verbal), listening, analytical, typing, and the ability to grasp and communicate complex ideas

Preferred Experience:

  • Bachelor of Science or comparable experience, preferably in an IT related field
  • Previous experience with a Contact Quality program where inbound calls have been reviewed and discussed
  • Online Learning Management software support experience a plus
  • Previous experience supporting use of networked applications
  • Previous experience working in a team environment with a customer service focus

What you’ll experience working at UL:

  • Mission For UL, 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 127 years and is deeply engrained in everything we do.
  • People Ask any UL 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. 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 customer s 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 Total Rewards All employees at UL are eligible for bonus compensation. UL 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 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 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 .


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UL is an Equal Opportunity Employer: Female/Minority/disability/Protected Veteran/Sexual Orientation/Gender Identity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. If you'd like more information about your EEO rights as an applicant under the law, please review the EEO is the Law and EEO is the Law Supplement.

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UL EEO Policy

Pay Transparency Statement

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