Apps have become an integral part of businesses., as they are a great way to engage customers. But you still need to help these customers get the most out of your apps. That is where the application support analyst comes into play. Discover how you can get more from them with the help of Virtua Solutions Outsourcing.
What Is An Application Support Analyst, Anyway?
Simply put, an application support analyst is a customer support team member dedicated to handling concerns regarding your application. They oversee the support process from the installation to the actual use issues encountered. The analyst may also deal with external issues relevant to the apps.
The exact duties of an application support analyst are as follows.
Assessing Customer Problems
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This task is the main bulk of the analyst’s work. Analysts will receive support requests from a variety of channels. They may also take over from other support agents if the customer issue requires them. These analysts will also review customer support requests en masse to see if there is a wider prevailing problem.
Proactive Problem Solver
To ensure that applications are usable, it helps to detect issues before they become problems. That also falls under the lap of the support analyst. They regularly evaluate the app to determine its overall health. From there, they create plans for dealing with issues that might arise later on. That may include suggesting changes.
Lead Developer
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In some instances, the support analyst can take on the role of lead developer for the app. They oversee the day-to-day maintenance and ensure that the app is in good running order. The analyst can also manage the work of production support staff for this purpose.
Record Keeping
To ensure that the app development work goes accordingly, your companyshould have the relevant records. The support analyst will also take in this work, meticulously documenting the performance and logging in any issues. They can also help senior-level staff sift through these records for analysis.
The Merits Of Outsourcing An Application Support Analyst
Because of their importance, application support analysts have become a must-have for any IT team. That has also made them a challenge to hire. For that, outsourcing offers a great alternative. Here are some reasons why you might want to go with this option.
Faster Access To Talent Through Outsourcing
Hiring an analyst can be a lengthy process. You have to sift through a lot of candidates to find the right one. With outsourcing, the provider already scouts potential candidates based on your requirements. By the time they come in, you already have an expert ready to deploy.
Access To Technology
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Providing support for your applications requires investing in the necessary tech. However, it can be a challenge for some companies. Outsourcing providers make it easier for you since they already invest in such tech for their needs. It helps you set up your support system faster and run it more effectively.,
Better Compliance Through Outsourcing
One of the aspects of providing application support often overlooked is ensuring the app’s compliance. That can cause issues with how the app functions and how well your customers can use it. An outsourced analyst can do this compliance work while you tend to other application management matters.
Outsourcing With Virtua Solutions
Of course, to get more of the above benefits, you need to have the right provider. This is where Virtua Solutions comes in. We offer a comprehensive app support solution that ensures your customers get more out of your app.
Providing 24/7 Support
More often than not, customers will use your app around the clock. As such, they expect to get support when they need it, even during odd hours. Our support analysts can fill in the gaps, responding to assistance requests during your off hours. We can even provide support seven days a week.
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Note that this isn’t just general support. As it is, there are often different support tiers that need to be fulfilled. For instance, some customers might need tier 2 support that requires more technical expertise. And not all of these come in at the same time. We can provide you with different teams for each of these tiers. This ensures you can cover all requests adequately.
Comprehensive Application Monitoring
As we mentioned, constant monitoring is an integral part of application support. We are ready to provide you with a comprehensive monitoring strategy. When you tell us which areas you want to be monitored more closely, we will draft a strategy to ensure effective tracking accordingly.
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Here, we combine different monitoring methods to increase efficiency. Automated methods allow us to keep track of all the essential metrics constantly. On the other hand, we also manual monitoring to verify the results and provide a more nuanced study of the app’s condition.
Effective Knowledge Management And Transfer
During the application support contract, we gather a large amount of information about your app and solutions to resolve issues. We organize all of these into a more useful format for the benefit of your team. Our team will ensure that all the data will be up-to-date and relevant throughout your time with us.
Virtua Solutions can also facilitate the training of your support team. Our analysts will guide them on how to better various solutions for different app concerns. We ensure that the training will be up to date and match the developments within your app.
Let Virtua Solutions Outsourcing Help Provide Better App Support
With the right support infrastructure, customers can get more out of your app. And that certainly means a lot for your business success. Contact Virtua Solutions Outsourcing today and we will be ready to lend you a hand.