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Associate Support Analyst - Spanish

Date: Aug 29, 2021

Location: Greenwood Village, CO, US, 80111

Company: Bentley Systems

About Bentley Systems


Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,000 colleagues and generates annual revenues of more than $800 million, in 172 countries. www.bentley.com

 

Spanish Associate Support Analyst

Position Summary:

We are seeking a talented individual to join a team of Licensing Support Analysts/Engineers providing technical support to Bentley’s user base in North and South America. 

This position serves as the first point of contact for customer licensing queries and is responsible for analyzing, troubleshooting, and resolving technical issues with Bentley’s licensing technology.  Customer satisfaction is of utmost importance to ensuring Bentley’s continued business growth through the adoption of our latest license technology.

 

Your Day-to-Day:

  • Promoting and maintaining a high quality, professional, service & adoption-oriented company image among our subscriber user base
  • Providing timely response and resolution to user issues as per defined OKR’s
  • Performing regular follow-ups with users on open tickets as per the defined processes
  • Performing root cause analysis, replicating, testing, and resolving technical license application issues (on Microsoft Windows)
  • Addressing software usage queries and demonstrating appropriate reporting tools to assist users to achieve their desired outcomes
  • Responsibility to make appropriate and necessary system contract transaction adjustments
  • Reliably log user interactions in the internal CRM / Ticketing system
  • Knowledge Management: Documenting solutions to commonly asked questions and directing users to documented solutions to facilitate rapid resolution of issues
  • Develop a broad and general knowledge of Entitlements, Commercial Programs, Cloud Services other Bentley tools and programs in support of users
  • Occasional after-hours support in times of exceptional business need (less than 5%), including for weekends
  • Be available for providing coverage (on a rotating basis) during Public Holidays
  • Participate in team meetings and initiatives to improve day-to-day work and user experience.
  • Following the team and company processes and guidelines in performing day-to-day work-related activities. For example, following up with users, remote assistance by screen sharing, calling up the users and arranging for a meeting time, etc.
  • Collaborating with members within and outside the team on issues requiring discussion and assistance to resolve any ongoing issue(s)
     

What You Bring to The Team:

  • Written and spoken fluency in Spanish and English is required
  • Technical product support (licensing) experience is preferred
  • Creative thinking, problem-solving, and strong ability to use own initiative to identify and progress a variety of business and technical challenges
  • Experience troubleshooting and resolving desktop and cloud application issues
  • Exposure to diagnostic tools such as Fiddler and other log and other diagnostic tools
  • Demonstrated excellent written, verbal & interpersonal communication skills
  • Comfortable managing changing priorities and the sometimes-large volume of issues daily
  • Ability to diffuse difficult conversations to arrive at mutually beneficial outcomes
  • Previous experience dealing with software license management is a distinct advantage
  • Knowledge of customer support and service tools like SAP CRM and Service Now will be an advantage
  • Must be self-motivated and proactive, possessing a strong desire to learn
  • Bachelor’s degree or equivalent experience preferred
  • This role may suit someone looking to transition from IT support to technical product support in a dynamic business environment


Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

Bentley is an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, sex, sexual orientation, gender identity, disability, protected veteran status, religion, national origin, age or any other protected characteristic.  Additional information about your rights as an applicant under the law may be found by clicking here and here.

 


Bentley participates in e-Verify / Bentley participa en e-Verify

 


Right to Work / Derecho a Trabajar

We encourage you to request a reasonable accommodation  if you are not able to fully use or access our online application system.   You can make an accommodation request by calling 610-458-5000 or sending us an email at disabilityrequest@bentley.com.

 


Search Firm Disclosure:
Please be aware Bentley is not accepting unsolicited assistance from search firms for this employment opportunity. This includes any phone calls or emails. All resumes submitted by search firms to any employee at Bentley via-email, the Internet (including social media) or in any form and/or method for this specific position in the absence of a written recruiting agreement executed by both you and/or your firm and Bentley will be deemed the sole property of Bentley and no fee will be paid in the event the candidate is hired by Bentley.

 


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