At a Glance
- Tasks: Troubleshoot and configure software solutions while assisting customers with their needs.
- Company: Join UL Solutions, a global leader in safety science and innovation.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for growth.
- Other info: Collaborative team environment with a focus on continuous improvement.
- Why this job: Make a real difference by helping customers navigate complex challenges.
- Qualifications: Degree in IT or related field and experience in technical support required.
The predicted salary is between 30150 - 36850 £ per year.
Configuration and Troubleshooting: Investigate and troubleshoot system and configuration issues raised by customers or impacting customers. Provide assistance to existing customers at critical times of the year. May support multiple products and technology. Advise and assist customers in maintaining their use and configuration of the software solution(s). Configure the system as per defined requirements using the software user interface.
Collaboration: Collaborate with other team members on complex issues/requirements. Coach new team members. Participate in brainstorming sessions and contribute with creative ideas.
Other responsibilities: Attend customer meetings and calls as and when required. Provide training to customers on existing functionality. Perform additional duties as needed.
Education: Education at degree level or equivalent work experience. Bachelor’s degree in computer science, Information Technology, or related technical discipline preferred. Education at degree level in engineering may be required.
Experience: Minimum three (3) years of experience in software troubleshooting, technical support, or relevant experience. Experience interfacing with external (and global) customers. 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 a high-pressure environment. Strong communication skills, both written and verbal. Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese). Ability to build and maintain relationships with customers. Change mindset: contribute to and actively participate in change initiatives, offer ideas for continuous improvement.
Preferred Skills: Previous experience working in a global team with distributed workforce is desirable. Industry knowledge in Health, Learning, Compliance, Sustainability and/or Renewables is a plus.
Configuration and Troubleshooting: Monitor incoming Freshdesk tickets and respond within SLA or according to other guidance lines provided. Investigate and troubleshoot system and configuration issues raised by customers via the Freshdesk ticketing system or impacting customers. Additionally, provide assistance to existing customers at critical times of the year. May support multiple products and technology. Advise and assist customers in maintaining their use and configuration of the software solution(s). Configure the system as per defined requirements using the software user interface (depending on the product(s) supported). Build and maintain custom forms, update integrations and data aggregation, often using SQL scripts and XML (depending on the product(s) supported). Interface with global customers. May be assigned as a dedicated representative for specific customers’ accounts (depending on the product).
Collaboration: Collaborate with other team members on complex issues/requirements. Coach new team members. Participate in brainstorming sessions and contribute with creative ideas. Escalate to T3 when needed.
Other responsibilities: Attend customer meetings and calls as and when required. Provide quick training to customers on existing functionality. Perform additional duties as needed.
Technical Support Specialist in Nottingham employer: UL Company
UL Solutions is an exceptional employer that prioritises employee growth and collaboration, making it an ideal workplace for a Technical Support Specialist. With a strong commitment to safety and sustainability, employees are encouraged to innovate and contribute ideas in a supportive environment, while also benefiting from opportunities to work with a diverse global customer base. The company's focus on continuous improvement and professional development ensures that team members can thrive in their roles and advance their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UL Company. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UL Company before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Specialist in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UL Company:Your cover letter is your chance to shine! Tell us why you want to work at UL Company specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UL Company!
How to prepare for a job interview at UL Company
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
