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Technical Support Engineer

Date: Jan 19, 2023

Location: Pune, IN, 411028

Company: Bentley Systems

The Technical Support Engineer aids customers to primarily resolve Bentley SYNCHRO Product related issues. You will diagnose and troubleshoot problems and help our customers to install and configure our applications.  You will be required to use such tools as Microsoft Teams to provide remote support. We will use our Zendesk support system to manage and respond to customer tickets. Ultimately, you will be a person our customers trust and rely on to provide timely and accurate solutions to their technical problems.

 

Responsibilities:

  • Research and identify solutions to software issues
  • Diagnose and troubleshoot technical issues, including account setup and configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track SYNCHRO software issues through our support tools to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Attach technical documentation to help tickets in order to help the customer troubleshoot
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers and product managers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain relationships with clients

 

Preferred Skills:

  • It would be considered an advantage if you had any construction related background knowledge or experience.

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 geoprofessional software portfolio, and the iTwin platform for infrastructure digital twins. Bentley Systems employs more than 4,500 colleagues and generates annual revenues of approximately $1 billion in 186 countries. www.bentley.com

 

Equal Opportunity Employer

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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