Tier 1 Application Support

We are a technology services company that puts people before technology. Yes, we have deep experience consulting, implementing solutions, providing managed services and staffing engagements. But we believe that, by focusing on relationships, we are better able to improve people’s experiences and lives through technology.

This human approach allows us to be more flexible, more attentive and, most importantly, to do the right thing. It also means we empower our experts to go beyond cookie-cutter solutions and create the tools that will move our clients’ businesses into the future.

Technology is at its best when it complements our natural abilities and enhances our interactions. Which is why we say that, at Prosum, we make technology human.

Prosum has over 300 employees and consultants and is headquartered in Los Angeles, CA with offices in Orange County, Denver, Phoenix, and Dallas.

• Provide Tier One support for several applications
• These include web-based and internally customized solutions
• Required to assess the issue, resolve common problems and/or document the issue for further review
• Basic understanding of frequent problems, errors, browser issues, RAM impact etc
• Must follow-up at all times and keep users updated
• Acquire a functional knowledge of the assigned applications
• Ability to conduct demos to users and walk-through key functionality of applications
• Document issues and resolution in an issue tracking tool
• Maintain the current Knowledgbase for existing solutions and procedures, identify procedural changes and gaps and update accordingly
• Identify trends/ problem areas and elevate to management to review further
• On-Board / Off-Board users for internally managed applications
• Ensure users are assigned correct access to key approved areas
• Request vendors to assign access to users for vendor managed applications including Production Payroll Services
• Available to cover shift patterns with other team members to cover numerous time zones 7.00am onwards in 8 hr increments (The 2nd shift starts at 10am and cover is require to 7pm)
• Provide on-site support at production office in Los Angeles areas during peak times
Business Analysis / Quality Analysis

• Knowledge of business processes
• Good technical troubleshooting skills across MAC, PC, Tablets, Mobile Phones and commonly used browsers
• Ability to gain overview of applications / processes quickly
• Excellent communication skills – written and oral – Professional business writing
• Customer service focused, confident dealing with all levels of business users
• Excellent attention to detail to identify trends (users calls), reviewing documentation etc
• Team player – ability to support multiple application owners /(Product owners)
• Flexible attitude to support peak times, deadlines and to assist team members as required

All your information will be kept confidential according to EEO guidelines.