Application Support Specialist

Pinerium is seeking a proactive and detail-oriented Application Support Specialist to support internal employees across Pinerium by ensuring the smooth operation, troubleshooting, and support of internal Zoho applications and workflows.

This role is responsible for handling internal support requests, investigating Zoho-related issues, maintaining system usability, and ensuring employees can effectively use Zoho applications in their daily operations. The ideal candidate will combine technical troubleshooting skills with strong communication and user-support capabilities.

• Provide first-line support for internal Zoho application issues and user requests.
  
• Troubleshoot and resolve functional issues related to Zoho CRM, Zoho Desk, Zoho Projects, Zoho Books, Zoho People, and other internal Zoho systems.
  
• Investigate reported bugs, workflow issues, permission problems, and system errors.
  
• Escalate advanced technical issues to developers or implementation teams when required.
  

• Assist employees in understanding and properly using Zoho applications and workflows.
  
• Provide guidance on system usage, navigation, and best practices.
  
• Support onboarding of new employees regarding internal Zoho systems.
  
• Ensure internal users receive timely and professional support.
  

• Maintain accurate records of support requests, resolutions, and recurring issues.
  
• Track support tickets and ensure proper follow-up until closure.
  
• Document troubleshooting steps, known issues, and internal support procedures.
  
• Assist in building internal knowledge base articles and support documentation.
  

• Monitor recurring issues and identify opportunities for process or system improvement.
  
• Support testing activities after updates, fixes, or configuration changes.
  
• Ensure internal applications remain aligned with operational requirements and standards.
  
• Collaborate with Zoho consultants, developers, and operations teams to improve user experience.
  

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.
  
• 1–3 years of experience in application support, technical support, helpdesk, or SaaS support roles.
  
• Good understanding of Zoho applications such as Zoho CRM, Zoho Desk, Zoho Projects, Zoho Books, and Zoho People.
  
• Strong troubleshooting and problem-solving skills.
  
• Ability to investigate issues and communicate solutions clearly to users.
  
• Experience working with ticketing systems or support workflows.
  
• Strong attention to detail and documentation discipline.
  
• Excellent communication and interpersonal skills.
  
• Ability to work under pressure and manage multiple support requests simultaneously.
  
• Fluency in English (Arabic is a plus).
  
• Additional Requirement: Candidate must have their own laptop.
  
• Must be a non-smoker (all types).
  

• Competitive salary and growth opportunities.
  
• Exposure to enterprise Zoho environments and internal operations workflows.
  
• Opportunity to grow into advanced Zoho support, consulting, or administration roles.
  
• Continuous learning and certification support through Pinerium Academy.
  
• Structured and collaborative work environment.