Software Senior Support Specialist

Under minimal supervision, the associate acts as the designated account representative for multiple Japanese clients who are transitioning (or have already transitioned) from implementation phase to maintenance support of UL’s proprietary Wercs Studio software. With deep understanding of the functional and technical features of the software, and with support of the global peers, the associate will build rapport with clients and assist them in achieving self-sustainability with the software. The associate is also responsible for working closely with both the client and the internal teams to resolve day-to-day technical issues as they arise.

While the associate is accountable to a Tokyo-based supervisor, he/she is expected to work with global peers and dotted managers with the primary goal of achieving customer success.

Job responsibilities include:

Achieving mastery of UL's proprietary Wercs Studio software and related products.
Establish rapport with clients and become their go-to person.
Investigate and resolve software/content issues as they arise, by working closely with both the client and internal teams.
Escalate software/content issues as needed in a timely fashion.
Document all support information in centralized database.
Effectively communicating status and issues to client and management with regularly scheduled meetings.
Design customized rules/reports to meet ever-changing customer requirements.
Plan and provide software training classes and/or seminars for client, with the aim to cultivate champion users.
Deliver updated regulatory content to client environments as they become available.

EDUCATION/EXPERIENCE/QUALIFICATIONS

Business English fluency is required (both written and verbal).
MUST be native in Japanese.
Strong analytical, problem solving, and facilitation skills.
Strong interpersonal, written and verbal communication skills.
Strong technical background including: Database principles and query writing (SQL Server), .NET web applications, understanding of application servers (IIS) in general, XML, software configuration and application troubleshooting. Experience with Oracle database is welcome but not required.
Willing to work independently.
Open to new experiences, and able to learn new skills and information from various sources.
Experience with GHS-, SDS-, or Chemical- related software packages is a plus (see footnotes for acronyms).
Generally 5 years of experience in software technical support and/or implementation.
Bachelor’s Degree in Computer Science, Information System Management, or a similar discipline.
Ability to travel domestically and internationally if requested (very low likelihood of travel).

GHS: Globally Harmonized System of classification and labelling of chemicals
SDS: Safety Data Sheet(s)

A global leader in applied safety science, UL Solutions transforms safety, security, and sustainability challenges into opportunities for customers in more than 100 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 Certification Marks serve as a recognized symbol of trust in our customers’ products and reflect 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.

From the adoption of electrification to the enablement of 5G and new mobility, we collectively look toward new frontiers, working for a safer world. Our science is your advantage.

Mission: Working for a safer world

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