Executive – ProHance Support

JOB DESCRIPTION ProHance Support Engineer: Key Responsibilities Application Administration: Manage user access, configure organizational hierarchies, and maintain system settings within the ProHance environment. Technical Support: Act as the first point of contact for troubleshooting application errors, login issues, and data discrepancies. Data Querying & Analysis: Use basic SQL queries (SELECT, JOINs, filters) to extract data from backend databases for investigation or custom requests. Reporting & Documentation: Utilize Excel to clean, format, and analyze exported data for stakeholders. Maintain detailed documentation of issues and their resolutions. System Monitoring: Monitor application health and performance logs to proactively identify and escalate potential service disruptions to senior engineering teams. Client Engagement: Communicate technical solutions clearly to both technical and non-technical users via email, chat, or voice. Required Skills & Qualifications Education: Bachelor's degree in IT, Computer Science, or a related field. Technical Support: 1-3 years of experience in application support, system administration, or a similar technical role. SQL Proficiency: Ability to write basic queries to search and filter data (e.g., SELECT, WHERE, GROUP BY). Excel Skills: Strong command of Excel for data manipulation, including VLOOKUPs, pivot tables, and basic formatting. Analytical Thinking: Strong problem-solving abilities to perform root cause analysis on application bugs. Platform Knowledge: Prior experience with ProHance or other Workforce Management (WFM) tools is a significant plus. Preferred Attributes Knowledge of Windows Server or basic networking concepts. Familiarity with ticketing systems like Jira or Freshdesk. Excellent written and verbal communication skills. Flexible for shift timings/support