Business Application Support Engineer - Junior Level

PointOfIT is seeking a Business Application Support Engineer to join its Islamabad-based team. This entry-level, onsite position requires working Pacific Time hours from 8 PM to 5 AM PKT. The role involves providing Level 1 and Level 2 support for various business applications such as CRM, ERP, and eCommerce platforms. The ideal candidate will be technically proficient, possess strong communication skills, and be comfortable 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 end-users.
- Troubleshoot application errors, workflows, integrations, and data-related problems.
- Analyze incidents to determine appropriate resolutions or escalate when necessary.
- Collaborate with development, infrastructure, database, and other technical teams on escalated issues.
- Assist customers with application usage and address functional queries.
- Support testing and implementation of application fixes and updates.
- Maintain accurate documentation of incidents, resolutions, and customer interactions.

Required Qualifications

- Minimum of 2 years’ experience in Business Application Support or a related role.
- Hands-on experience with CRM, ERP, eCommerce, or similar business applications.
- Proven ability to provide Level 1 and Level 2 application support.
- Excellent verbal and written communication skills.
- Strong customer-facing skills with a problem-solving mindset.
- 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 purposes.
- Understanding of APIs, integrations, and web-based applications.
- Ability to work independently while managing multiple customer issues simultaneously.
- Experience with ticketing or ITSM systems is preferred.

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