Job Description:

• Bentley Systems is seeking a talented individual to become a valued member of our Product Support team as a Technical Support Engineer. 
• This is a position within our ProjectWise Product Support Team in Philippines.
• As part of the team; the technical support engineer is responsible for providing technical assistance on the Product to our users via phone (inbound/outbound), e-mail, and web-portal. 
• The role would be responsible for a Global User base and therefore requires Shift Work on rotation through a 24/7 schedule.
• This is a hands-on position that will interface with our users as well as our development, professional services, and sales departments. 
• The position is responsible for problem analysis, documentation, resolution and escalation involving Bentley’s supported products.

Responsibilities

• Provide users with troubleshooting and technical assistance for ProjectWise Product functionality/features via e-mail, Service Requests, phone (inbound/outbound) and web-portal (Bentley Communities.)
• Advise and educate users on accurate usage of the Product and address specific use cases reported on the Service Requests.
• Work in a fast paced environment while collaborating with internal and external stakeholders.
• Act as a liaison between users and Product Management/Development.
• Research and identify solutions to ProjectWise Product functionality/features.
• Ask users targeted questions to quickly understand the root of the problem
• Maintain accurate notes and details on user support requests.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Communicate with team members regarding current/ongoing issues via daily scrum calls.
• Document software problem defects for review and take corrective actions.
• Document technical knowledge in the form of Knowledgebase Articles or Communities Posts.
• Meet with internal Bentley teams to provide the users’ perspective on our products and services.

Qualifications:

• A Bachelor’s Degree with 3 -5 years of experience in technical support and exposure to global user interaction.
• Must have Beginning to intermediate knowledge of relational databases: Microsoft SQL Server or Oracle.
• Beginning to intermediate knowledge of IIS (Internet Information Services),
• Must have Intermediate knowledge of Networking (DNS, TCP\IP, FQDN, cluster environments)
• Must have Intermediate knowledge of Windows Operating System (Server and client) with respect to administration and debugging.
• Possess excellent written and verbal communication skills.
• A "user first" approach and strong critical thinking; with a desire to solve problems with excellent troubleshooting skills.
• 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.

Pluses: Though not mandatory, however some good To have skills would be:

• Product knowledge of ProjectWise or similar document management systems such as SharePoint, Documentum, Vault, Aconex will be considered.
• Prior experience with CAD Software Tools like MicroStation, AutoCAD, Revit, Civil 3D, will be an asset.

Daily Activities/Tasks:

• Review individual Service Request Backlog and prioritize Aged and Escalated Requests.
• Reproduce issues in-house on test systems (Virtual Machines) to isolate the cause of the problem.
• Monitor the Team Service Request Queue and pick issues in the order of priority, impact and age of the Service Request.
• Update and follow-up with users over the phone/email on existing Requests.
• Engage on Team Scrum calls to discuss issues and liaison with the team
• Adhere to Phone Queue Schedule and ensure phones are always manned and voicemails processed.
• Contribute to Bentley Communities and answer user queries.
• Update the Team Technical Knowledge Base and share updates with the team.
• Upskill on Product Knowledge by focusing on a new topic every week. Consume Training through internal Pathways, Wikis, videos etc.
• Channelize potential Defects/Enhancements to the Product Management/Development teams.
• Provide a handover to the next shift with appropriate documentation.