Technical Support Supervisor

At UL, customers are core, and as a result, all responsibilities will center around improving the customer experience. In the role of Technical Support Supervisor you will play a crucial role in leading our global Tier 2 Support team. This includes the fostering and development of the individual team members, and your responsibilities will involve support, management, administrative, quality and financial oversight of the support services provided by the team to our customers. Additionally, you will identify and resolve issues related to customer engagements and be involved in escalations or steering activities related to the support services provided. This position reports to the Technical Support Manager.

Line-management:

• Perform regular 1-2-1s and coaching/mentoring sessions.
• Lead the team fostering a collaborative culture based on trust.
• Maintain strong performance accountability by regularly assessing Tier 2 members to ensure they consistently meet or surpass minimum performance expectations.

Resource Planning:

• Own the workload distribution for the Tier 2 team, removing any blockers and liaising externally with other departments to ensure adequate ownership and progress.
• Ensure an equitable distribution of the workload across the team.
• Perform regular reviews to assess team capacity and use data to make decisions

Collaboration:

• Build and maintain trusted and collaborative relationships with customer support, product, sales, development, delivery and other teams to manage escalations and resolve the most complex issues/queries.
• Participate in brainstorming sessions and contribute with creative ideas.

Quality Assurance:

• Ensure high quality delivery across all support services provided by the team.

Escalations Management:

• Proactively identify potential support services issues, trying to minimize client impact where possible.
• Act as escalation point for Tier 2 team members for any customer engagement related to the support services provided by the team.
• Collaborate with internal stakeholders to resolve escalations, or further escalate if required.

Other responsibilities:

• Improve and maintain Tier 2 support processes and increase team awareness and adoption of such processes.
• Identify resource requirements and work with the Technical Support Manager and Leadership team to actively recruit where required.
• Deploy effective and efficient onboarding programs for new staff.
• Participate with other Team Leads and Managers in the Customer Support Group in group level discussions, meetings, and process improvement projects.

• Education at degree level or equivalent work experience. Bachelor’s degree in computer science, Information Technology, or related technical discipline preferred.
• Minimum three (3) years of experience in software troubleshooting, technical support, or relevant experience.
• Strong Technical Support experience interfacing with external (and global) customers.
• Demonstrable experience of leading technical teams.
• Previous experience working in a global team with distributed workforce.
• Experience working to effectively troubleshoot, and problem solving. 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. May also support multiple products and technology.
• Ability to learn new technologies while maintaining high levels of performance in a high-pressure environment.
• Strong communication, both written and verbal.
• Highly motivated and task-driven, demonstrating a strong sense of self-accountability.
• Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese)
• Ability to build relationships with internal teams across all functions.
• 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:

• Project Management: Oversee technical support projects, ensuring they are executed efficiently and meet deadlines.
• A powerful blend of technical proficiency and outstanding interpersonal abilities.

What you’ll experience working at UL:

• Mission: For UL Solutions, corporate and social responsibility isn’t new. Making the world a safer, more secure and sustainable place has been our business model for the last 130 years and is deeply engrained in everything we do.
• People: Ask any UL Solutions employee what they love most about working her