Job Description:

Reporting directly to the IT Global Service Delivery Manager The role requires working knowledge of the Bentley Systems MANGED Services offerings, expertise as a customer support analyst as well as a practical understanding of ITIL framework The role requires excellent customer service skills and the ability to properly triage and resolve and/or escalate customer incidents, requests and problems

Responsibilities

Serve as the primary support liaison between the Customer and Bentley Systems
Promote and maintain a high quality, professional, service-oriented company image for all Bentley customers
Provide and deliver a high and consistent standard of customer service aligned with the contracted Service Level Agreements
Work with the IT Team and Level 2 and 3 support teams to resolve all customer incidents and requests
Resolve and document all customer incidents and requests Leverage the Bentley Service Management system for documenting all incidents and requests
Diagnose, troubleshoot, and resolve incidents following documented procedures and solutions
Meet and/or exceed industry best practices for First Call Resolution
Keep Customers informed of the progress of all escalated incidents and requests
Ensure all support documentation is updated in a timely fashion

Responsible for working with others in Technical Support, Development, Services or Sales organization to ensure that Customer incidents and requests are resolved and/or fulfilled within the specified Service Level Agreement
Handle inbound call and email traffic to resolve colleague incidents
Analyze any incoming incident to ensure correct identification, registration, categorization, prioritization;

Handle correct routing and escalation of tickets;

Provide colleagues with status updates concerning help tickets;
Incident resolution
Diagnose, troubleshoot, resolve incidents following documented procedures and solutions;
Create Service Desk procedures;
Verify Service Desk procedures;
Create knowledge base articles;
Verify knowledgebase articles for validity;
SAP user account creation and maintenance
Creation of accounts in SAP CRM, R3, Portal, and BW
Add roles as requested
Troubleshoot SAP access issues

Qualifications

2 to 4 years experience as a Support Analyst;
Fluency in English both verbal and written is a must, skills in other languages are a plus;
Excellent telephone and written communications;
Strong customer service focus
Excellent follow up and time management skills
Bachelors Degree or equivalent work experience
Ability to document and troubleshoot is a must
Expertise in Microsoft Office suite and other operating platforms
Expertise in remote Desktop support tools

Advantageous

ITIL Certified a Plus;
Existing knowledge Bentley Systems MANAGED Services offerings;
SAP Systems

Location Pune

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : Not Mentioned
Deadline : 01st Jan 2020

Key Skills:

Company Profile:

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