Provide prompt and courteous troubleshooting and technical support to users via e-mail, phone and web-portal.
Assist with all facets of Bentley users and technical support by helping to identify user issues by isolating and resolving the issue or by proper escalation.
Troubleshoot the users support request using the available tools and resources while following the appropriate processes and procedures.
Advise and train users regarding the products proper use and address specific user issues.
Act as liaison between user and development support.
Provide proper diagnosis and resolution to the user.
Keep accurate notes and details on user support requests.
Communicate with staff members regarding current/ongoing issues.
Document software problem defects for review and corrective action.
Meet with internal Bentley teams to provide the users perspective on our products and services.
Should participate & contribute in writing blogs, wikis, Tech articles on company portal.