Job Title: Education Specialist, Operations
Position Overview: As Education Specialist, Operations, you will play a crucial role in ensuring seamless access and support for Bentley's educational services. Your responsibilities will include assisting academic users with account management, troubleshooting issues, and providing timely responses to inquiries related to Bentley's educational offerings. you will play a pivotal role in enhancing operational efficiency and streamlining processes within our organization. Your primary focus will be on automating repetitive tasks, reducing manual intervention, and ensuring seamless user experiences. Here are the key responsibilities associated with this role:
Key Responsibilities:
Identifying Areas for Automation:
Collaborate with cross-functional teams to identify business processes that can be automated.
Analyse existing workflows and pinpoint opportunities for efficiency gains through automation.
Ability to assess existing systems, identify inefficiencies, and propose automation solutions.
Quick problem-solving abilities to address issues when automated processes break down.
Eagerness to stay updated with the latest tools and technologies in the automation domain.User Support:
Respond promptly to user inquiries via email, chat, or other communication channels.
Troubleshoot technical issues related to the Bentley Education Portal and associated services.
Collaborate with other teams to resolve complex user problems effectively.Documentation and Training:
Create and maintain user guides, FAQs, and knowledge base articles related to the Bentley Education Portal.
Conduct training sessions for new users, emphasizing best practices and efficient utilization of educational resources.
Keep abreast of updates and enhancements to the portal and communicate these changes to users.Case Management:
Assist users in opening and managing support cases through Shared mailbox and Service now.
Escalate complex issues to higher-level support or development teams as needed.
Ensure timely resolution of cases and maintain a high level of customer satisfaction.Collaboration:
Collaborate with cross-functional teams, including software development, licensing, and product delivery.
Provide feedback to improve the user experience and identify areas for process optimization.
Extremely flexible and imaginative problem-solving outside the box to address difficult underlying causes and user difficulties in the context of the Bentley Education portal's present and future product readiness.
Qualifications:
Bachelor's degree in a relevant field (Computer Science, Information Technology, or similar).
2-6 years of related experience.
Strong communication skills and ability to explain technical concepts to non-technical users.
Experience in workflow automation, user support, customer service, or technical helpdesk roles.
Familiarity with Bentley software products and educational offerings is a plus.
Detail-oriented, organized, and able to manage multiple tasks simultaneously.
Proficiency in using support ticketing systems and customer relationship management (CRM) tools, Serviced Now preferred.
Perform statistical analyses on large datasets by Applying statistical techniques is a plus.
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.
