Bentley Systems
Team Lead, Technical Support
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Role
As a Technical Support Team Lead, you will oversee the EMEA Global Technical Support Team (GTST), ensuring they provide exceptional service to our end-users. This role combines deep technical expertise with a strong focus on leadership, team collaboration and support. Your primary responsibilities will include managing daily operations, technical support, mentoring team members, technical leadership, and implementing strategies to improve customer satisfaction.
You will act as a liaison between the support and other departments, ensuring seamless communication and efficient problem resolution. Your leadership will be crucial in maintaining high performance standards and fostering a positive work environment.
You will provide hands-on technical support for complex cases to ensure that customer inquiries are handled professionally, efficiently, and in a timely manner.
Duties and Responsibilities
Leadership
- Lead, support, and coach the EMEA GTST within defined targets.
- Monitor and evaluate team performance, providing feedback and coaching.
- Develop and implement support processes and best practices.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with the Global Support Team and other departments to address customer needs and improve service delivery.
- Prepare and present regular reports on team performance and customer feedback.
- Support the recruitment, training, and onboarding of new team members.
- Maintain coverage calendar.
Technical Support
- Deal directly with customers to provide accurate and timely resolutions to their inquiries, primarily by email, telephone, or remote sessions.
- Act as the central liaison for highly complex support cases, effectively managing resources and coordinating technical troubleshooting across various departments and organizational levels.
- Act as a Subject Matter Expert (SME) on the team for 2 products.
- Efficiently prioritize and triage technical support requests based on the issues presented.
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Continuous Improvement
- Drive the continuous improvement of team capabilities by actively facilitating professional development plans, offering targeted coaching, and conducting regular performance reviews.
- Look for opportunities to improve processes and, where appropriate, design a solution and champion its adoption.
- Collaborate with cross-functional partners to address procedural, policy, or standard gaps exposed by escalated issues, ensuring the implementation of long-term preventative measures.
- Develop team capabilities by strategically delegating support-related initiatives, providing coaching and oversight to ensure successful project implementation.
- Develop and implement strategies to address knowledge and process gaps within the team.
Maintain Service Levels
- Work with the escalated technical staff, sales, and development teams to establish suitable service levels for Seequent’s customers.
- Contribute to the design and build of effective global, cross-functional resources to maintain agreed service levels affordably and effectively.
Creation of Self-Help Content
- Using the principles of KCS (Knowledge Centred Support), contribute to the creation of structured, reusable content for the knowledge base.
- Contribute to the establishment and application of content quality standards, ensuring all customer-facing materials are technically accurate, brand-aligned, and easy for non-technical users to understand.
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Qualifications
- Minimum 7 years’ experience in a technical role + early leadership exposure.
- Post-secondary degree in Geology, Geophysics, or another geo-science discipline.
- 5 years in a Technical Support role is an asset.
- 3 to 5 years of experience in the exploration or mining industry is an asset.
Professional Competencies
- Strong communication and interpersonal skills.
- Proven ability to manage and motivate a team while cultivating a positive, engaging, and highly productive work environment.
- Be approachable, supportive, and inclusive, and demonstrate integrity, fairness, and a high level of professionalism.
- Excellent problem-solving and conflict resolution abilities.
- Highly developed customer service orientation.
- Excellent English language communication skills, both verbal and written.
- Excellent analytical, troubleshooting, and problem-solving skills with a focus on quickly identifying and resolving customer issues.
- Keen organizational skills with the ability to multi-task and prioritize conflicting demands effectively under tight time constraints.
- Ability to establish effective working relationships and collaborative work approaches with internal and external contacts.
- Must be self-motivated and able to work with minimum supervision.
Knowledge and Technical Skills
- Highly computer literate.
- Proficient in a variety of Seequent applications.
- Advanced knowledge of multiple Seequent products.
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