Technical Support Specialist

Salary: £46,000 - 47,000 per year

Requirements:

• Education at degree level or equivalent work experience.
• Bachelors degree in computer science, Information Technology, or a related technical discipline preferred.
• Education at degree level in engineering may be required.
• Minimum three (3) years of experience in software troubleshooting, technical support, or relevant experience.
• Experience interfacing with external and global customers.
• Experience working to troubleshoot and problem solve effectively.
• Ability to work independently to analyze situations, identify obstacles, obtain key information, and apply knowledge to reach resolution.
• Ability to learn new technologies while maintaining high performance in a high-pressure environment.
• Strong written and verbal communication skills.
• Fluent English is essential; additional languages are beneficial, such as German, French, Spanish, Japanese, or Chinese.
• Ability to build and maintain customer relationships.
• Change mindset with the ability to contribute to and actively participate in change initiatives and continuous improvement.
• Previous experience working in a global team with a distributed workforce is desirable.
• Industry knowledge in Health, Learning, Compliance, Sustainability, and/or Renewables is a plus.

Responsibilities:

• Monitor incoming Freshdesk tickets and respond within SLA or according to provided guidance.
• Investigate and troubleshoot system and configuration issues raised by customers or impacting customers.
• Provide assistance to existing customers during critical times of the year.
• Support multiple products and technologies as needed.
• Advise and assist customers in maintaining their use and configuration of the software solutions.
• Configure the system according to defined requirements using the software user interface.
• Build and maintain custom forms, update integrations, and manage data aggregation, often using SQL scripts and XML depending on the product supported.
• Interface with global customers.
• Act as a dedicated representative for specific customer accounts when assigned.
• Collaborate with other team members on complex issues and requirements.
• Coach new team members.
• Participate in brainstorming sessions and contribute creative ideas.
• Escalate to T3 when needed.
• Attend customer meetings and calls as required.
• Provide quick training to customers on existing functionality.
• Perform additional duties as needed.

Technologies:

• Support
• SQL
• Security
• XML

More:

We are UL Solutions, a global leader in applied safety science, transforming safety, security, and sustainability challenges into opportunities for customers in more than 110 countries. We deliver testing, inspection, and certification services, along with software products and advisory offerings, to support product innovation and business growth. The UL Mark is a recognized symbol of trust in our customers products and reflects our commitment to advancing safety. We help 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. Posting Date: 2026-08-28.

last updated 36 week of 2026