HiQuSystems, is looking for Software Support Analysts for its office in Islamabad. Our product offering is an integrated, enterprise web based solution that automates project management, resource management, project accounting, project budgeting, billing, employee time and expenses, media management, work flow automation, and reporting.

Work Hours (US TIME ZONE): 9:00 AM EST – 5:00 PM EST

Responsibilities:

§  Handle email and phone support incidents, document incidents in the support system

§  Conduct initial troubleshooting and turn around the solution to the client, using tools like SQL Profiler, etc.

§  Coordinate with in-house developers, in some cases with offshore team, for  a timely resolution

§  Follow-up with clients on status updates for pending items

§  Troubleshoot application and system level issues

§  Be responsible for updating  knowledge base

§  Resolve and escalate reported issues to ensure customer satisfaction