Entitlement Support Analyst
Location: Mexico City (Hybrid or Remote)
Position Summary:
We are seeking a talented individual to join our successful team of User Support providing technical support to Bentley’s user base in North and South America. This position serves as the first point of contact for customer licensing queries and is responsible for analyzing, troubleshooting, and resolving technical issues with Bentley’s licensing technology. Customer satisfaction is of utmost importance to ensuring Bentley’s continued business growth through the adoption of our latest license technology.
Responsibilities:
Promoting and maintaining a high quality, professional, service & adoption-oriented company image among our subscriber user base
Providing timely response and resolution to user issues as per defined OKR’s
Performing regular follow-ups 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 to achieve their desired outcomes
Responsibility to make 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 after-hours support in times of exceptional business need (less than 5%), including for weekends
Be available for providing coverage (on a rotating basis) during Public Holidays
Participate in team meetings and initiatives to improve day-to-day work and user experience.
Following the team and company processes and guidelines in performing day-to-day work-related 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: **Please submit resume in English**
Written and spoken fluency in Spanish and English is required
1-2 years of experience performing basic troubleshooting or technical product support
Comfortable managing changing priorities and the sometimes-large volume of issues daily
Ability to diffuse difficult conversations to arrive at mutually beneficial outcomes
Creative thinking, problem-solving, 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 self-motivated and proactive, possessing a strong desire to learn
Previous experience dealing with software license management is an asset
Basic knowledge of Entitlements, Commercial Programs, 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 world-leading software company providing solutions for architecture, engineering, and construction.
Competitive Salary and benefits.
The opportunity to work within a global and diverse international team.
A supportive and collaborative environment.
Colleague Recognition Awards.
About Bentley Systems
Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. www.bentley.com
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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