Description:
PointOfIT is looking for a Business Application Support Engineer to join our team in Islamabad. This is a customer-facing role focused on providing Level 1 and Level 2 support for business applications, including CRM, ERP, and eCommerce platforms. The ideal candidate should be technically strong, have excellent communication skills, and be confident dealing directly with customers. The role also involves conducting application/product demonstrations and explaining technical concepts and solutions clearly to customers.
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 and determine appropriate resolution or escalation
- Work 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 Skills
- 2+ years of experience in Business Application Support, Application Support, or a similar role
- Hands-on experience with CRM, ERP, eCommerce, or other business applications
- Experience providing Level 1 and Level 2 application support
- Excellent verbal and written communication skills
- Strong customer-facing and problem-solving skills
- Confident conducting software/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
- Experience with ticketing/ITSM systems is preferred