Software Support Specialist - HYBRID

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


Cyber.IMS.Software.Tech – People Working Computers – Secure

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:

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 learning management system (LMS).  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, communicate with all ComplianceWire departments, and proactive client communication. This includes regularly scheduled status calls, metric reporting, and pre- and post-implementation support.
  • Identification of client needs and then passing this information to the Sales Account Manager.
  • 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.
  • May be required to assist in training new hires, both within client services as well as other departments.
  • May be required to provide functionality demos of the ComplianceWire platform to 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.



What makes you a great fit:

  • University Degree in Computer Science or a related discipline plus generally 2 years of customer service related experience.
  • 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 including LMS support and customer support.
  • Experience with web-based products and software a plus.
  • Support off hours when scheduled and as necessary.

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: 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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