We are seeking a talented individual to join a team of Licensing Support Analysts/Engineers providing licensing support to Bentley’s user base in Asia Pacific. This position serves as the first point of contact for accounts for the licensing and activation of all Bentley products. Entitlement Management (Licensing) support forms part of the Portfolio Management Team responsible for ensuring Bentley’s users get the maximum benefit from their investment in Bentley’s product portfolio.
Your Day-to-Day Responsibilities:
Promote and maintain a high quality, professional and service-oriented company image among our SELECT subscriber user base.
Deliver exceptional first-line telephone and email support to users, assisting them with License activation and License administration of their Bentley products.
Address software usage queries and demonstrating appropriate reporting tools to assist users achieve their desired outcomes.
As a first-line support team member, ensure the accurate routing of unrelated support issues to the appropriate queues and teams (phone and CRM system).
Make appropriate and necessary system contract transaction adjustments
Perform troubleshooting of reported issues and guide users to troubleshoot and resolve reported license issues.
Log user interactions in internal CRM system.
Document solutions to commonly asked questions and direct users to documented solutions to facilitate rapid resolution of issues.
Master knowledge of the Bentley website layout to navigate users appropriately in support of their needs.
Develop a broad and general knowledge of Entitlements, Commercial Programs, Cloud Services and other Bentley tools and programs in support of users.
Provide occasional after-hours support in times of exceptional business need (less than 5%).
What You Bring to The Team:
Minimum 2-4 years of customer support experience is required.
Demonstrates excellent written, verbal & interpersonal communication skills.
Comfortable managing changing priorities and sometimes large volume of issues on a daily basis.
Ability to diffuse difficult conversations to arrive at mutually beneficial outcomes.
Previous experience dealing with software licenses management is a distinct advantage.
Creative thinking, problem-solving and strong ability to use own initiative to identify and progress various business challenges.
Knowledge of customer support and service tools (SAP CRM) an advantage.
Must be self-motivated and proactive, possessing strong desire to learn.
Bachelor’s degree or equivalent experience preferred.