Position Summary :

We are seeking a highly motivated individual with proven support leadership experience to take responsibility for the success of the Technical Support team.

Bentley's Technical Support Group supports architects, engineers, constructors, and owner-operators who are users of our comprehensive software solutions for sustaining infrastructure. Bentley has a large and varied customer user base throughout the world.

Our technical support teams are dedicated technically proficient colleagues from diverse educational, work, and cultural backgrounds who provide support directly to them via internet and telephone channels.

You will use your experience to promote a customer-centric culture across your team, driving them to meet and exceed goals. You will motivate your people to ensure the highest standards of attention and service are being delivered. You will forge strong relationships within Global Technical Support, including Support Account Management and Development teams to deliver an enhanced user support and product experience.

The successful candidate would be well versed in personnel and performance management of diverse multi-cultural teams, building successful technical teams, and staff career development. They should have previous experience in a customer support organization and knowledge of customer relationship management software, ticketing systems, knowledge management, and enterprise dashboard and reporting tools.

Responsibilities:

• Staff, organize, and lead your team to provide high-quality, accurate, and timely technical support in line with objectives that drive technical support excellence, paying particular attention to User Sentiment (Customer Effort Score) and Loyalty.

• Monitor and manage key metrics to measure the effectiveness of the Support provision

• Ensuring employee retention and the successful training and development of team members to balance continuous operational excellence with ongoing career growth.

• Set, monitor individual and team goals & evaluate the performance of the team and individual colleagues

• Ensuring problems are referred, as needed, to the appropriate personnel/service areas for follow-up, testing, and troubleshooting

• Promoting and maintaining a high-quality, professional, service-oriented company image among users

• Developing and maintaining strong working relationships with other departments and divisions in the company, particularly with the Product Advancement Group

• Be a point of escalation for complex or escalated customer issues to ensure the correct actions are taken to resolve them in a timely and effective manner

• Ensuring ongoing visibility within Bentley of your user’s direction and needs.

• Monitor performance and conduct evaluations

• Set individual and team goals

• Converting team goals into functional and individual goals

Required Knowledge, Skills or Abilities:

• IT support/ operations/ service delivery/ cloud support experience

• Good experience in developing, implementing, and adhering to best practice support processes, ideally with experience in business process reengineering and continuous process improvement.

• Proven ability to work closely with customers to develop excellent working relationships.

• Creative thinking, problem-solving, and a strong ability to use own initiative to identify and progress business initiatives.

• Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment.

• Excellent English language written and verbal communication skills, additional languages advantageous.

• Coaching, mentoring, and development of team members/other colleagues

• Experience in Escalation Management, Stakeholder management

• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care

• Previous experience working within any of the following Cloud technologies: Microsoft Azure, Google Cloud, Amazon AWS

• Higher-Level degree e.g., Bachelor’s Degree, Associate Degree, etc.

• Experience with ITIL service management concepts and methodologies advantageous.

What We Offer:

• A great Team and culture – please see our Recruitment Video (https://www.youtube.com/watch?v=epJImnDsbYE) .

• An exciting career (https://www.linkedin.com/company/bentley-systems/jobs/) 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 diversely international team.

• A supportive and collaborative environment.

• Colleague Recognition Awards.

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’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

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.

Equal Opportunity Employer/Minorities/Females/Veterans/Disabled