Application Support Engineer (1-2 Years)

PointOfIT is seeking a Business Application Support Engineer to join our Islamabad-based team. This entry-level position requires working onsite during Pacific Time hours, specifically from 8 PM to 5 AM PKT. The role is customer-facing and involves providing Level 1 and Level 2 support for business applications such as CRM, ERP, and eCommerce platforms. The ideal candidate will possess strong technical skills, excellent communication abilities, and confidence in interacting directly with customers. Additionally, the role includes conducting product demonstrations and clearly explaining technical concepts to users.

Key Responsibilities

- Provide Level 1 and Level 2 support for CRM, ERP, and eCommerce applications.
- Communicate directly with customers to understand, troubleshoot, and resolve application issues.
- Conduct application and product demonstrations for customers and users.
- Troubleshoot application errors, workflows, integrations, and data-related issues.
- Analyze incidents to determine appropriate resolution or escalation.
- Collaborate with development, infrastructure, database, and other technical teams on escalated issues.
- Assist customers with application usage and functional queries.
- Support testing and implementation of application fixes and updates.
- Maintain accurate records of incidents, resolutions, and customer interactions.

Required Qualifications

- Minimum of 2 years’ experience in Business Application Support, Application Support, or a related role.
- Hands-on experience with CRM, ERP, eCommerce, or other business applications.
- Proven ability to provide Level 1 and Level 2 application support.
- Excellent verbal and written communication skills.
- Strong customer-facing skills and problem-solving capabilities.
- Confidence in conducting software and application demonstrations.
- Ability to explain technical issues and solutions clearly to non-technical users.
- Working knowledge of SQL for troubleshooting and data validation.
- Understanding of APIs, integrations, and web-based applications.
- Ability to work independently and manage multiple customer issues simultaneously.
- Experience with ticketing or ITSM systems is preferred.

This role requires candidates to be comfortable working onsite in Islamabad and aligning with Pacific Time working hours. It offers an excellent opportunity for those looking to develop their career in business application support within a dynamic and customer-focused environment.