Technical Support Engineer Jobs in Bentley Systems - Pune

Job Description

Responsibilities:

• Providing timely responses to Users for technical issues via emails, web, and phone for one product line
• Managing client inquiries and accurately documenting incidents via an online case management tool & knowledge base
• Performing troubleshooting to diagnose the root cause and resolve the issue quickly and effectively
• Performing testing to ensure that the solution was successful
• Escalating more complex issues when needed
• Improving front-end troubleshooting skills while learning to understand (and addressing) the needs of the user's business. This can include working through the LEARN Server, and other self-led training material from the Bentley-provided training portals
• Staying up to date with primary products and knowledge of the base functionality of adjacent products
• Create clear and accurate contributions to Bentley Community forum posts, knowledge base articles, and wikis that accurately reflect the use of the product
• Different working times may be available - Bentley aims to have support colleagues around the globe to avoid shifts being required
• Learning to work collaboratively on a team and communicate in meetings
• Proactively asks questions and reaches out for help when needs assistance

Qualifications/ Skills:

What You Bring to The Team:

• Bachelor's degree in Mechanical Engineering, Production Engineering, Computer Engineering, or equivalent experience
• A "user first" attitude and desire to help solve problems
• 2-6 years of related experience
• Strong communication skills, both written and verbal
• Fluent in English
• Skill development ability for delivery of support including business software applications
• Ability to ask open-ended questions and active listening
• Critical thinking skills
• Ability to work in a global, multicultural environment
• Multi-skilled: Voice, Email, and Chat Support
• Proficiency in documenting accurately and troubleshooting steps (tests and configurations changes) and results
• Strong problem-solving skills and ability to address issues as they arise
• Strong customer service skills for both internal and external customers (patience, friendliness, and explaining clearly and concisely)
• Trained on workstation computers

Knowledge of the following technologies is a positive:

• Familiarity with databases, SQL Server and Azure SQL
• Familiarity with IIS web server
• Windows and Azure Server technology