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Support Advancement Specialist

Date: Nov 7, 2022

Location: Manila, PH

Company: Bentley Systems

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.

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