Role name: Analyst

Role Description: Technical Support Engineer plays an important role in supporting end users by solving their technical issues, thereby enabling successful user outcomes through a proactive, services-based business model that is in alignment with users? needs. Responsibilities: ? Care about users and focus on making sure Bentley products can support business success with great quality service in resolving issues. ? Answering user technical support requests by telephone, e-mail, and web portals. ? Perform software troubleshooting techniques, responsible for appropriate referral to other support and quality assurance areas such as filing bug and enhancements requests when technical issues are found. ? Resolving users? questions or problems in the areas of installation, configuration, and product functionality. ? Serving as primary support liaison between Bentley Systems and users for urgent issues. ? Keeping users informed of how and when problems are resolved. ? Build strong relationships with users to become a ?trusted advisor?. ? Document processes and procedures in the form of knowledge-based articles and Technical Papers. ? Report Defects found during Support to L3 team / to Product Vendor. Help in Coordination with Vendor. Technical Qualifications: ? Experience in technical support and exposure to global user interaction. ? A "user first" approach and strong critical thinking with a desire to solve problems with excellent troubleshooting skills. ? Experience with CAD, modeling, or rendering software is required. ? Fluent French language skills with the ability to convey complex technical details. Additionally, knowledge of English language skill will be preferred.? Engineering background, experience with Plant Design, Building Information Management, or Road Design and Modeling preferred. ? Ability to resolve technical issues via telephone, online forums, and e-mail. ? Excellent written and oral communication as well as strong user-facing skills. ? A good level of technical knowledge in the Windows operating systems and Microsoft Office. ? Ability to understand the users environment to offer the most effective workflow. ? Self-motivated and proactive, possessing a strong desire to learn. Important Assets: ? Exposure to commercially available tools regarding Help Desk Support ? Prior experience with CAD Software products; MicroStation, AutoCAD, Civil 3D, Revit, ProjectWise ? BIM modelling or 3D Design / Fusion software ? API Programming skills ? SQL Scripting or other experience using the Structured Query Language ? CAD Administrator role, being able to manage multiple systems and solutions

Competencies: EIS : Product Support - Product Engineering