CRM Application Support Specialist – Technical/Product Support

ScrumAd, based in DHA 2, Islamabad, is looking for a committed CRM Application Support Specialist to join their team full-time on-site during night shifts. This role focuses on providing technical and product support to international clients using the SalesGod CRM platform. Unlike typical customer service or call center jobs, this position demands a proactive approach to investigating software issues, identifying root causes, troubleshooting CRM workflows, and delivering clear, effective technical solutions.

Key Responsibilities
- Troubleshoot issues related to CRM functionalities, workflows, campaigns, lead generation, messaging, and automation.
- Investigate and reproduce problems to accurately determine root causes.
- Provide clear guidance to clients on both technical and product-related solutions.
- Communicate complex technical information in an understandable manner to non-technical users.
- Document issues, troubleshooting steps, resolutions, and known problems thoroughly.
- Escalate complex or unresolved issues to technical or product teams with detailed context.
- Identify recurring problems and suggest improvements to the product.
- Follow up on unresolved cases to ensure timely resolution and closure.

Required Qualifications
- 1 to 3+ years of experience in CRM, SaaS, application, product, or technical support roles.
- Hands-on experience with CRM or business applications.
- Strong troubleshooting, problem-solving, and root-cause analysis skills.
- Good understanding of leads, contacts, campaigns, workflows, automation, outreach, and data management.
- Knowledge of email and messaging systems, including deliverability, is a significant advantage.
- Ability to interpret system behavior, configurations, dependencies, logs, and error messages.
- Excellent written and verbal communication skills, with strong documentation abilities.
- Ability to work independently while collaborating effectively with technical and product teams.
- Bachelor’s degree in Computer Science, IT, or a related field is preferred.
- Proficiency in Google Sheets and Microsoft Excel.

Preferred Qualifications and Benefits
Experience with Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics, SaaS support, sales automation, lead-generation platforms, email/messaging platforms, browser developer tools, logs, or other technical troubleshooting tools is highly desirable. Candidates with experience limited to scripted call center or customer service roles, general telephonic inquiries, or complaint handling without technical troubleshooting will not be considered suitable.

Joining ScrumAd provides an opportunity to work with advanced CRM solutions, AI-powered business tools, SMS marketing, SaaS, automation, and custom software products. The role involves supporting international clients and close collaboration with technical and product teams, offering a dynamic and growth-oriented environment.

The position offers a monthly salary ranging from Rs60,000 to Rs100,000 and requires full on-site presence during night shifts, with no hybrid or remote work options. Candidates interested in contributing to an innovative team are encouraged to apply promptly.