Executive – ProHance Support
Photon · India
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