Description
- 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.

Responsibilities
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 integral 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 wh

📌 Technical Support Specialist (México)
🏢 UL Solutions
📍 México