GorillaWorks is seeking a talented Application Support Analyst to join our dynamic team!

Role Overview :

As an Application Support Analyst, you’ll report to the Senior Product Manager and play a key role in resolving user-reported application issues. Your responsibilities will include investigating problems, identifying root causes, and collaborating with our support team to implement effective solutions. You’ll manage the end-to-end issue resolution process, ensuring timely updates for users and escalating critical issues as needed.

Key Responsibilities :

• Prioritize and resolve user-reported application issues swiftly and effectively.
• Conduct thorough investigations to replicate problems and identify root causes.
• Collaborate with the support team to develop and implement robust solutions.
• Provide clear, timely updates to users regarding issue status and resolution timelines.
• Facilitate open communication within the team and with external stakeholders.
• Document resolution processes and outcomes for continuous improvement.
• Engage in regular team meetings to discuss challenges and strategies for enhancing application stability and user satisfaction.
• Identify and escalate critical issues requiring immediate attention or higher-level intervention.
• Coordinate with other IT departments for issues beyond the support scope.
• Monitor the impact of issues on system performance and user experience.

What You Bring :

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