Technical Customer Support Technician

Location US-IL-Northbrook
Job ID
2018-8051
# of Openings
1
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 and 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

The Technical Customer Support Technician will provide technical customer support activities, with the goal of ensuring that customers are satisfied with their experience using one of UL's web-based application (i.e., SaaS). The Technical Customer Support Specialist will be responsible for developing customer support materials (e.g., instructional documents, help content, etc.) and responding to customer inquiries regarding the application.

 

Specific responsibilities include:

  1. Developing customer support content, including quick-start guides, application overviews, and frequently asked questions.
  2. Responding to customer inquiries via email.
  3. Providing real-time instructional support to customers.
  4. Setting up and managing a customer support management system (e.g., Zendesk or Intercom).
  5. Documenting potential opportunities for improving the application and communicating them to the software design team.
  6. Performing additional duties as required.

Qualifications

  • Higher Secondary Education (High School Diploma) and generally 2 years of experience providing customer support, ideally for a software-as-a-service (SaaS) product.
  • Strong attention to detail required.
  • Excellent writing and editing abilities in additional to oral communication skills.

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