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Support Advancement Specialist

Date: Sep 6, 2022

Location: Manila, PH

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, mining, and industrial facilities. Our offerings include MicroStation-based applications for modeling and simulation, ProjectWise for project delivery, AssetWise for asset and network performance, Seequent's leading geosciences software portfolio, 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

 

 

Job Description: 

  • Bentley Systems is seeking a talented individual to become a valued member of our Support Advancement Team  
  • As part of the team, the Support Advancement Specialist is the first point of contact for our users via phone, e-mail, and web-portal.  
  • This is a user facing role, key for gathering all the necessary information for technical support, executing troubleshooting, validating server setup and license expiration cycles for our users. 
  • This role also interfaces with internal teams such as Product Support, Licensing and Cloud Operations, as well as professional services, and sales departments.  
  • The position is responsible for problem analysis, documentation, resolution and elevation involving Bentley’s supported products. 

  

Responsibilities 

  • Create a friendly and professional environment, to give Bentley’s users a first in class customer service experience. 
  • Provide users general technical assistance for cloud-based solutions, first level troubleshooting for core Bentley products, and validation of licensing cycles. 
  • Provide effective assistance through phone, e-mail, and Web-Portal. 
  • Maintain Service Requests in our preferred Service Request Management tool 
  • Advise and educate users on simple but effective solutions which could improve their experience with our tools. 
  • Properly elevate unresolved issues to appropriate internal teams. (e.g. Product teams, Licensing team, Cloud Operations) 
  • Work in a fast-paced environment while collaborating with internal and external stakeholders. 
  • Act as a liaison between users and different Product and Technology support. 
  • Ask users targeted questions to quickly understand the root of the problem 
  • Maintain accurate notes and details on user support requests. 
  • Share with team members ongoing challenges with technology to facilitate linkage to similar cases. 
  • Document technical knowledge in the form of Knowledge base Articles or Communities Posts. 
  • Regularly monitor server reports to promptly identify possible overcapacity issues. 
  • Contribute to meet and maintain Service Level OKRs. 
  • Contribute to Bentley Communities and answer user queries.  
  • Work in a global team in a 24/7 support model 

  

Qualifications: 

  • A Bachelor’s Degree with 2-3 years of experience in client facing technical support and exposure to global user interactions. 
  • A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills. 
  • Intermediate knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments) 
  • Intermediate knowledge of Cloud infrastructure 
  • Intermediate knowledge of Windows Operating System (Server and client) with respect to administration and debugging. 
  • Beginning to intermediate knowledge of IIS (Internet Information Services), 
  • Beginning to intermediate knowledge of relational databases: Microsoft SQL Server or Oracle. 
  • Possess excellent written and verbal communication skills in English. 
  • Internal and External Communication to be handled with patience, friendliness, and clarity. 
  • Emotional intelligence when talking with users and the ability to document in a methodical manner. 
  • Exposure to answering queries via Service Requests and Communities forum posts. 
  • Ability to work well with Global colleagues to help address user issues. 
  • Ability to manage time effectively by delegating, prioritizing and scheduling tasks to ensure they are completed in the expected timelines. 
  • Experience working in different shifts; including but not limited to Evening / Night Shifts to support our Global Userbase. 
  • A motivated self-starter with the ability to work independently and in a team. 
  • Previous experience in a 24/7 support environment. 
  • Cloud certification (MS Azure, AWS, Google cloud, IBM etc..) will be considered as an important asset. 

  

Other Important Assets: 

  • Bentley Product knowledge. 
  • Knowledge on CAD design tools and CAD software.  
  • Knowledge on document management systems such as SharePoint, Documentum, Vault, Aconex. 

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.


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