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Company Name:
Approximate Salary:
Per Year
Princeton, New Jersey
United States
Position type:
Full Time
Experience level:
Not Specified
Education level:
Bachelor's Degree

Software Support Specialist


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Promoting safe living and working environments.
UL is a global independent safety science company with more than a century of expertise innovating safety solutions from the public adoption of electricity to new breakthroughs in areas such as sustainability, renewable energy, mobile payment security and nanotechnology. Dedicated to promoting safe living and working environments, UL helps safeguard people, products and places in important ways, facilitates trade and provides peace of mind.
UL Compliance To Performance is a preferred partner for the global Life Sciences industry helping clients enter new markets, manage compliance, optimize quality and elevate performance through advisory and software solutions.

The Client Service organization provides assistance to client system administrators or may act as the system administrator to support end users with the use and operation of our compliance and knowledge management system. The department ensures that the level of support and all client interactions meet the department and company goals of providing superior customer service.


  • Day-to-Day Support Activity includes monitoring and tracking of phone calls and emails, support of meetings, and inclusion in the after-hours on-call rotation.
  • Responsible for building and maintaining client relationships at both the Client's Primary System Administrator and Management level, providing ongoing total quality account management through teamwork and proactive client communication. This includes regularly scheduled status calls, metrics, and pre- and post-implementation support.
  • Identification of account needs and then developing plans along with the Sales Account Director to meet them.
  • Manage and own client issues through entire issue lifecycle.
  • Develop and maintain deep knowledge of clients' system customizations and interoperability with their in-house applications.
  • Responsible for making System Administrative updates to the system as requested.
  • Ensure client administrator list is maintained and remains current.
  • Utilize incident and case tracking software to document and track all relevant client issues and activity.
  • May be required to participate in creating and maintaining user manuals, system courses, monthly newsletters, and other reference and training support materials.
  • Assist the Sales Account Director in developing and responding to proposals.
  • May be required to assist in training new hires, both within client services as well as other departments.
  • May be required to facilitate and lead client training sessions, remote or on client premises.
  • May be required to provide demos of the ComplianceWire platform internally or with clients.
  • Ensure department compliance with regulations of 21 CFR Part 11 and all company processes directed by SOPs, for clients where appropriate.
  • Other Client Service support duties as required.


  • Excellent people skills.
  • Outstanding organizational and communication (verbal and written) skills.
  • Detail oriented.
  • Superior troubleshooting abilities a must.
  • Intermediate knowledge of MS Excel, MS Word, MS Outlook.
  • Ability to handle multiple projects on different timelines.
  • Same day and overnight travel (approximately 10% of time).
  • Prior experience in the Pharmaceutical Industry and/or other regulated industries, adult education, customer support, sales support, project management and or training in the computer software industry.
  • Experience with web-based products and software a plus.