Application Support Engineer

PointOfIT is seeking a Business Application Support Engineer to join its Islamabad-based team. This entry-level, onsite role requires working Pacific Time hours from 8 PM to 5 AM PKT. The successful candidate will provide Level 1 and Level 2 support for various business applications, including CRM, ERP, and eCommerce platforms. This customer-facing position demands strong technical skills, excellent communication abilities, and confidence in interacting directly with clients. The role also involves demonstrating applications and clearly explaining technical concepts and solutions to end 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 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 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 field.
- 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 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 IT Service Management (ITSM) systems is preferred.

This role offers an excellent opportunity for candidates looking to develop their skills in a dynamic, customer-focused environment while working onsite in Islamabad during Pacific Time hours. Candidates must be comfortable with the night shift schedule and direct client interaction.

If you meet the above criteria and are interested in joining the team, please consider applying through the appropriate channels.