Software Support Specialist

Location US-TN-Franklin
Job ID
2017-7668
# of Openings
2
Job Category
Customer Service/Support

Overview

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Contribute to a Safer, More Secure, and More Sustainable World.

At UL, we know why we come to work. Thousands of us around the world wake up every day with one common purpose – to make the world a safer, more secure, and more sustainable place to live. We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market. Our integrity is woven throughout our company and shapes the way we approach deliver our solutions. We are proud that the work we do every day has a meaningful contribution to society. We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future. This helps us to sleep better at night, and we are confident that the millions of people we touch rest easier too. 

Responsibilities

UL EHSS is seeking a Software Support Representative to join our Support team!  Reporting to the Software Support Group Lead, the Software Support Representative will play a key role in customer success on our software products.

Job Responsibilities:

  • Provide broad spectrum, initial contact support for UL Workplace Health and Safety 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 (RightNow, Cisco uCCX, 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

 

Qualifications

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 7am to 7pm 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 and 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
  • Occupational Health software or 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
  • Certifications in Comp TIA A+, Network+, MCP, HDI, or MCSE a plus

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