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User Support Specialist

3 months ago

Dublin, Dublin City, Ireland timesjobs Full time
# User Support Specialist

Date: Aug 6, 2024

Location: Remote, IE

Company: Bentley Systems

Location: Dublin, Ireland (Hybrid/Home-Based)

## Position Summary:


We are seeking a talented individual to join our successful team of User Support providing technical support to Bentleys Global User base.

This position serves as the first point of contact for customer licensing queries and is responsible for analyzing, troubleshooting, and resolving technical issues with Bentleys licensing technology.

Customer satisfaction is of utmost importance to ensuring Bentleys continued business growth through the adoption of our latest license technology.

## Responsibilities:

  • Promoting and maintaining a high quality, professional, service & adoptionoriented company image among our subscriber user base.
  • Providing timely response and resolution to user issues as per defined OKRs.
  • Performing regular followups with users on open tickets as per the defined processes.
  • Performing root cause analysis, replicating, testing, and resolving technical license application issues (on Microsoft Windows).
  • Addressing software usage queries and demonstrating appropriate reporting tools to assist users in achieving their desired outcomes.
  • Responsible for making appropriate and necessary system contract transaction adjustments.
  • Reliably log user interactions in the internal CRM / Ticketing system.
  • Knowledge Management: Documenting solutions to commonly asked questions and directing users to documented solutions to facilitate rapid resolution of issues.
  • Develop a broad and general knowledge of Entitlements, Commercial Programs, Cloud Services other Bentley tools and programs in support of users.
  • Occasional afterhours support in times of exceptional business need (less than 5 PERCENT ), including for weekends.
  • Be available to provide coverage (on a rotating basis) during Public Holidays.
  • Participate in team meetings and initiatives to improve daytoday work and user experience.
  • Following the team and company processes and guidelines in performing daytoday workrelated activities. For example, following up with users, remote assistance by screen sharing, calling up the users and arranging for a meeting time, etc.
  • Collaborating with members within and outside the team on issues requiring discussion and assistance to resolve any ongoing issue(s).
## Required Knowledge, Skills, Abilities, and Experience:

  • Written and spoken fluency in English is required. Fluency in French or Italian is a plus.
  • 12 years of experience performing basic troubleshooting or technical product support.
  • Comfortable managing changing priorities and the sometimeslarge volume of issues daily.
  • Ability to diffuse difficult conversations to arrive at mutually beneficial outcomes.
  • Creative thinking, problemsolving, and strong ability to use own initiative to identify and progress a variety of business and technical challenges.
  • Demonstrated excellent written, verbal & interpersonal communication skills.
  • Must be selfmotivated and proactive, possessing a strong desire to learn.
  • Previous experience dealing with software license management is an asset.
  • Basic knowledge of Entitlements, Commercial Programs, and Cloud Services is preferred.
  • Knowledge of customer support and service tools (SAP CRM and ServiceNow) is a benefit.
  • Basic Microsoft topology skill set preferred: Understanding of Microsoft networking and desktop operating system knowledge DNS, IPs, Cryptography
  • IT/Technical background app log reading
  • Understanding of XML (enough to read this computer language)
## What We Offer:

  • A great Team and culture please see our Recruitment Video.
  • An exciting career as an integral part of a worldleading software company providing solutions for architecture, engineering, and construction.
  • Competitive Salary and benefits.
  • The opportunity to work within a global and diversely international team.
  • A supportive and collaborative environment.
  • Colleague Recognition Awards.
## About Bentley Systems:

Bentley Systems (Nasdaq:
BSY) is the infrastructure engineering software company. We provide innovative software to advance the worlds 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, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequents software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations.

Bentley Systems 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

## 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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