AddressJob Title: Technical Support, Exp 2-4 years
Job Summary: As a Technical Support Engineer, you will play a crucial role in ensuring the smooth operation of our application and providing exceptional support to our users for Oversized/Overweight permit issuance application. Your primary responsibility will be to assist users in troubleshooting technical issues, providing guidance, and ensuring a positive user experience.
Key Responsibilities:
- Customer Support:
- Respond promptly to customer inquiries via phone, email, or chat regarding technical issues with the Oversize Overweight Permitting Application.
- Provide clear and concise explanations of technical concepts and solutions to users with varying levels of technical expertise.
- Issue Diagnosis and Resolution:
- Work diligently to identify, troubleshoot, and resolve technical problems reported by users.
- Ability to identify the issues based on the priority and follow up with the team for proper resolution.
- Ability to assist user to communicate the work arounds if applicable till proper resolution is delivered.
- Collaborate with development and product teams to escalate and resolve complex issues.
- Documentation:
- Maintain accurate and detailed records of customer interactions, technical issues, and solutions provided.
- Contribute to the development and improvement of the knowledge base for common issues and resolutions.
- Product Knowledge:
- Develop a deep understanding of the Oversize Overweight Permitting Application, its features, and its integration with relevant technologies.
- Stay updated on product enhancements and updates to effectively support users.
- User Education:
- Assist users in understanding and navigating the Oversize Overweight Permitting Application.
- Provide training and resources to help users maximize the benefits of the application.
- Collaboration:
- Collaborate with cross-functional teams, including developers and QA engineers, to communicate user feedback and contribute to ongoing product improvement.
- Quality Assurance:
- Participate in testing new features and updates to ensure the highest quality of the Oversize Overweight Permitting Application.
- Remote Support:
- Utilize remote access tools to troubleshoot and resolve technical issues on users' devices.
Qualifications and Skills:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Strong understanding of web application and the .NET development stack.
- Proficiency in SQL for database testing (SQL/Oracle).
- Familiarity with JavaScript and jQuery for frontend testing.
- Excellent problem-solving and analytical skills.
Preferred Experience:
- Proven experience in a Technical Support role, preferably supporting web and/or mobile applications.
- Familiarity with transportation, oversize overweight permitting processes, or related fields is a plus.
- Strong communication skills and the ability to convey technical information clearly to non-technical users.
- Knowledge of mobile platforms (iOS, Android) and web technologies.
- Experience with remote support tools and troubleshooting techniques.
- Detail-oriented with excellent problem-solving skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Willingness to work in US time zone.
About Bentley Systems:
Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s 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, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,000 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.
