Software Support Specialist

Location US-NJ-Princeton
Job ID
2021-26259
# of Openings
1
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:

Overview  

The Client Service organization provides assistance to client system administrators or may act as the system administrator to support end users with the use and operation of our compliance and knowledge management system. The department ensures that the level of support and all client interactions meet the department and company goals of providing superior customer service. The essential responsibilities and performance expectations listed below provide the framework for the elements that are necessary for that success.

 

Essential Duties and Responsibilities include (but are not limited to) the following:

  • Day-to-Day Support Activity includes monitoring and tracking of phone calls and emails, support of meetings, and inclusion in the after-hours on-call rotation.
  • Responsible for building and maintaining client relationships at both the Client’s Primary System Administrator and Management level, providing ongoing total quality account management through teamwork and proactive client communication. This includes regularly scheduled status calls, metrics, and pre- and post-implementation support.
  • Identification of account needs and then developing plans along with the Sales Account Director to meet them.
  • Manage and own client issues through entire issue lifecycle.
  • Develop and maintain deep knowledge of clients’ system customizations and interoperability with their in-house applications.
  • Responsible for making System Administrative updates to the system as requested.
  • Ensure client administrator list is maintained and remains current.
  • Utilize incident and case tracking software to document and track all relevant client issues and activity.
  • May be required to participate in creating and maintaining user manuals, system courses, monthly newsletters, and other reference and training support materials.
  • Assist the Sales Account Director in developing and responding to proposals.
  • May be required to assist in training new hires, both within client services as well as other departments.
  • May be required to facilitate and lead client training sessions.
  • May be required to provide demos of the ComplianceWire platform internally or with clients.
  • Ensure department compliance with regulations of 21 CFR Part 11 and all company processes directed by SOPs, for clients where appropriate.
  • Other Client Service support duties as required.
  •  

General Competencies

  • Planning and Organization - Organize and sequence tasks to achieve agreed-upon commitments, taking into account resource requirements while scheduling, prioritizing activities and anticipating problems and obstacles.
  • Attention to Detail – Accomplish tasks through concern for all areas and all aspects of the job: accurately check processes and tasks.
  • Communication - Written: Convey information clearly, effectively, and professionally through both formal and informal documents. Oral: Convey information in such a way that the recipient(s) comprehends the message.
  • Business/Industry Knowledge – Understand the overall UL EduNeering business environment, the industry, and the marketplace.
  • Customer Focus (Internal and external) - Take personal responsibility for customer satisfaction and attempt to add value for the customer. Anticipate problems and address them promptly.
  • Computer Utilization – Adept at applicable software, i.e., Microsoft Word, Excel, PowerPoint and Microsoft Teams.
  • Commitment to Excellence – Set demanding standards and strive to achieve excellence across all areas of endeavor.
  • Follow-up - Attend to all details from inception to completion of a project making sure action steps, assignments and tasks are communicated and completed.
  • Teamwork – Work with others in a supportive environment to achieve shared objectives.
  • Adaptability - Modify approach or style in response to differing circumstances. Is responsive to new methods or strategies.
  • Troubleshooting – Develop and utilize problem-solving skills to help resolve issues and solve internal and external client problems in coordination with other departments as needed.
  • Collaboration Work effectively with others in the organization outside the line of formal authority to accomplish organizational goals.
  • Independence - Complete assignments and other obligations without prompting, as well as proactively recommend process and situational improvements as situations arise.

What makes you a great fit:

  • Excellent people skills.
  • Outstanding organizational and communication (verbal and written) skills.
  • Detail oriented.
  • Superior troubleshooting abilities a must.
  • Intermediate knowledge of MS Excel, MS Word, MS Outlook.
  • Ability to handle multiple projects on different timelines.
  • Prior experience in the Pharmaceutical Industry and/or other regulated industries, adult education, customer support, sales support, project management and or training in the computer software industry.
  • Experience with web-based products and software a plus.

UL has COVID-19 protocols and policies in place to ensure the safety of our employees, customers and clients. Effective November 1, 2021, the company mandates that employees are vaccinated against COVID-19 as a condition of employment (except where prohibited by law), subject to reasonable accommodation as required by law.

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 125 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 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: 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 UL.com. 

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If you wish to request reasonable accommodation at any time, please email our Talent Acquisition team at Talent.Acquisition@ul.com.

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.

Please review the following additional documents:

UL EEO Policy

Pay Transparency Statement

E-Verify Poster (English)

Right to Work Poster (English)