Technical Assistance Expert

Job Overview:

We are seeking an experienced Technical Support Specialist to join our team. This role involves providing technical assistance and support to users via phone, email, and web portal.

The ideal candidate will have strong problem-solving skills, excellent communication abilities, and experience in technical support.

• Provide troubleshooting and technical assistance for software functionality/features to users via e-mail, service tickets, phone, and web-portal.
• Assist with all facets of software support by helping to identify user issues by isolating and resolving the issue or by proper escalation.
• Advise and educate users on accurate usage of the software 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 software 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 teams to provide the users' perspective on our products and services.

Daily Tasks:

Review individual Support Case 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 Support Cases 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 when needed.

Requirements:

You Bring to The Team:

• 2+ years of experience in technical support and exposure to global user interaction.
• Bachelor's degree in IT, Engineering, or related fields.
• Experience or Knowledge with document management systems such as Documentum, Vault or Aconex.
• Experience with the Administration of Engineering Information/Document Management systems.
• Experience or knowledge with relational databases: Microsoft SQL Server or Oracle.
• Experience or knowledge with Networking (DNS, TCP/IP, FQDN, cluster environments).
• Experience or knowledge with Windows Operating System (Server and client) for administration and debugging.
• A 'user first' approach and strong critical thinking, with a desire to solve problems with excellent troubleshooting skills.
• Emotional intelligence when talking with users, and the ability to document methodically.
• 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.
• A motivated self-starter with the ability to work independently and in a team.

Preferred Qualifications:

Experience with ProjectWise infrastructure.

Knowledge or experience of IIS (Internet Information Services),

Proven success in all aspects of ProjectWise Administration.

Experience with MicroStation, AutoCAD, Revit, Civil 3D, IPLOT (Printing/Plotting).

Knowledge with extended ProjectWise features (Publishing such as ICS for PDF, BAS; Bentley cloud features such as Deliverables Management, ProjectWise Drive, ProjectWise Projects, WSG, etc.)