Key Responsibilities:

• Customer Service Excellence:
  • Create a professional and friendly environment to deliver exceptional support via phone, email, and our Web Portal, addressing technical issues and providing clear solutions while building strong user relationships to enhance satisfaction and trust.
• Technical and Operational Support:
  • Provide technical support for cloud-based solutions and Bentley’s core products, including troubleshooting complex issues by analyzing logs and identifying recurring issues and patterns to enhance software stability and improve the user experience.
• Request and Issue Management:
  • Utilize our Service Request Management tool to precisely track and document service requests, and escalate unresolved issues to the relevant internal departments, including Product Support, Licensing, and Cloud Operations.
• Collaboration and Communication:
  • Serve as the liaison between users, Product and Technology support teams, collaborating with both internal and external stakeholders in a dynamic fast paced environment.
• Knowledge and Documentation:
  • Develop and maintain comprehensive records of support requests, interactions, solutions, and known issues. Contribute to the creation and updating of technical knowledge base articles and documentations.
  • Share ongoing technical challenges with the team to connect related cases and improve support processes.
• Global Team Support:
  • Collaborate within a global team operating 24/7 to ensure continuous support coverage.

Qualifications:  

• Bachelor’s Degree with 2-3 years of client-facing technical support experience and global user interaction.
• Strong problem-solving skills with a "user-first" approach and excellent troubleshooting abilities.
• Intermediate knowledge of networking (DNS, TCP/IP, FQDN, cluster environments) and cloud infrastructure (AWS, Azure, etc.).
• Intermediate proficiency in Windows Operating Systems (Server and client) for administration and debugging.
• Basic to intermediate knowledge of IIS (Internet Information Services) and relational databases (Microsoft SQL Server or Oracle).
• Excellent written and verbal communication skills in English.
• Ability to handle communication with patience, friendliness, and clarity, and document methodically.
• Effective collaboration with global colleagues and strong time management skills for task prioritization and scheduling.
• Flexibility to work various shifts, including evenings and nights, to support a global user base.
• Self-motivated with experience in a 24/7 support environment.
• Cloud certification (e.g., MS Azure, AWS, Google Cloud, IBM) is a plus.
• Knowledge of ITIL v3 or certification would be an advantage
• Exposure to ServiceNow or other service management platform