Application support analysts are tasked with responding to and solving customer problems with smartphone or computer applications. The types of applications they work on can range from mobile games to banking software, and they typically deal with a large number of customers on a daily basis.
Application support analysts generally report to a senior staff member, such as an IT (IT) manager or senior systems analyst, while simultaneously leading a team of software professionals. They spend their time working in an office and may be employees of software companies, game developers, technology producers, and other types of organizations. According to results published by the Bureau of Labor Statistics, the demand for IT support specialists across the industry, which includes application support analysts, is increasing by an impressive 12%. This should lead to the opening of 88,800 new positions by 2024.
Duties and responsibilities of the application support analyst
To ensure that all applications run smoothly and that all customer inquiries are properly addressed, application support analysts perform a variety of tasks. We analyze various online job postings to identify these core activities and responsibilities of application support analysts.
Assess problems
Application Support Analysts will receive customer complaints and inquiries through a variety of channels, including email, phone, and live chat. In addition to ensuring that each complaint is handled correctly, application support analysts must also assess customer issues as a whole to identify particular areas of concern.
Solve problems proactively
In addition to solving problems that have already arisen, application support analysts must also come up with plans designed to help avoid problems in the first place. This involves periodically evaluating the current state of the application, identifying areas that could be improved, and recommending changes to facilitate those improvements.
Leading developers
Reacting to customer-reported issues is an important part of an application support analyst's job, but that's not all. Ensuring ongoing daily maintenance is also a crucial responsibility, and application support analysts must lead a team of software developers and production support personnel to do so.
Keep records
Application support analysts must consider long-term positive changes and short-term problem solving. To lay the groundwork for such changes to occur, they will be required to maintain detailed records of application performance and deficiencies for review and analysis by senior staff.
Provide on-call support
In addition to analyzing the big picture problems and solutions, application support analysts will often need to provide on-call technical support to users of an application. Depending on the employer, this can be as needed or a regular responsibility. User interaction can be through phone calls, emails, or live chat and requires the app's support analysts to give each user their full attention.
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