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
Skills Required
- Bachelor's degree in IT, Computer Science, or related field
- 1-3 years experience in application support, system administration, or similar technical role
- Ability to write basic SQL queries (SELECT, WHERE, GROUP BY, JOINs)
- Strong Excel skills including VLOOKUPs, pivot tables, and data formatting
- Strong analytical and root-cause problem-solving abilities
- Prior experience with ProHance or other Workforce Management (WFM) tools
- 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
What We Do
Photon.com has emerged as one of the world’s largest and fastest-growing Digital Agencies. We work with 40% of the Fortune 100 on their Digital initiatives and are known for our ability to integrate Strategy Consulting, Creative Design, and Technology at scale. Please visit www.photon.com to learn more about us, how we work, and our customer case studies. Digital Transformation Starts Here.
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