The technical support engineer is responsible for providing technical and user support via phone, e-mail, and web portal for Bentley s users. This is a hands-on position that will interface with our users as well as our development, professional services, and sales departments. The position is responsible for problem analysis, documentation, replication, and resolution involving Bentley s supported products.
Key Responsibilities
- Provides timely responses to Users for technical issues via phone calls, emails, and web for one product line
- Manages client inquiries and accurately documents incidents via online case management tool, knowledge base, and scripted actions
- Performs troubleshooting to diagnose the root cause and resolve the issue quickly and effectively
- Performs testing to ensure that solution was successful
- Escalates more complex issues when needed
- Builds knowledge of product/solution/process.
- Improving front-end troubleshooting skills while learning to understand (and addressing) the needs of the users business. This can include working through the LEARN Server, and other self-led training material from the Bentley provided training portals.
- Staying Up-to-date with primary products and knowledge of the base functionality of adjacent products.
- Create clear and accurate contributions to Bentley Communities that accurately reflect the use of the product
- Contributes to Bentley Community forum posts, knowledge base articles, and wikis.
- Learning to work collaboratively on a team and communicate in meetings.
- Proactively asks questions and reaches out for help when needs assistance
Requirements
- Higher-Level degree (marked specific, i.e., Bachelor s Degree, Associate Degree, etc.) or equivalent experience in Engineering, IT, Support.
- Skill development ability for delivery of support including business software applications
- A "user first" attitude and desire to help solve problems
- Ability to ask open-ended questions and active listening
- Ability to perform basic troubleshooting
- Critical thinking skills
- Ability to work in a global, multicultural environment
- Strong communication skills, both written and verbal
- Fluent in English
- Multi-skilled: Voice, Email, Chat support
- Proficiency in documenting accurately and clearly troubleshooting steps (tests and configurations changes) and results
- Strong problem-solving skills and able to address issues as they arise
- Strong customer service skills for both internal and external customers (patience, friendliness, explaining in a clear and concise manner)
- Trained on workstation computers