Source description
About the role
Executive – ProHance Support
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
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