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 (see more details in the escalation section below).
Other responsibilities:
Attend customer meetings and calls as and when required.
Provide quick training to customers on existing functionality.
Perform additional duties as needed.
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, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
