Senior Technical Support Specialist - Learning Management Software

Overview

Senior Technical Support Specialist - Learning Management Software

At UL, customers are core, and all responsibilities center around improving the customer experience. You will play a crucial role in serving our customers, performing the most complex support and maintenance of UL Software products for our global external customer base. Engagements vary in scope and complexity and include investigating and troubleshooting system and configuration issues and providing assistance with configuration and analysis requests. You will work cross-functionally across Delivery, Product, Development, Infrastructure, and other teams.

Responsibilities

• Configuration, analysis and troubleshooting : investigate and troubleshoot system and configuration issues raised by customers or impacting customers, including checking error logs, file configurations, and networking issues
• Configure the system per defined requirements using the software user interface and make modifications based on customer requests
• Manage communications with customers during downtime events, including scheduled maintenance and system outages
• Learn how to build software components and maintain / update the catalog of learning courses
• Troubleshoot system behavior including automated report generation, course upload and delivery issues, and API integrations
• Provide assistance to existing customers at critical times of the year; may support multiple products and technologies
• Collaboration : liaise with development, product management and infrastructure teams for advanced configuration and (custom) development of the system(s)
• Train and coach junior team members
• Participate in brainstorming sessions and contribute creative ideas
• Escalations management : manage escalations from Tier 2 teams
• Quality Assurance : ensure quality delivery and perform independent testing, participate in peer reviews and testing of code changes

Qualifications

Preferred Skills

About Us

A global leader in applied safety science, UL Solutions (NYSE : ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, to support customers’ product innovation and growth. The UL Mark serves as a trusted symbol of quality and safety. We help customers innovate, launch new products and services, navigate global markets and grow sustainably and responsibly. Our science is your advantage.

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