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ASPonline.com >
Reports >
2011 Tech Support Salary Survey
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2011 Technical Support Salary Survey
Publication date: 2/11
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Executive summary
For the past sixteen years, the Association of Support Professionals
has conducted an annual survey of tech support salaries among
technology companies that is widely noted for its accuracy and
consistency. The 2011 survey, which reflects data from 118 support
organizations with more than 9,000 support employees, reveals that
pay levels in most larger job categories have risen "modestly"
despite the pressures of an ongoing recession and high unemployment.
"There seem to be several forces at work here," says ASP executive
Jeffrey Tarter. "We're probably seeing some pruning away of the
lowest-skilled and least-productive support employees, which means
that average pay now reflects a smaller, higher-paid universe of
employees. There's also an ongoing trend in the technology world
toward fee-based support, changing support from a cost center to a
critical profit center. And the mix of companies has changed—the
survivors now tend to be large companies with fairly deep pockets,
not startups or retail-oriented shrink-wrapped software vendors.
"All of these trends tend to keep salaries moving upward even when
the economy as a whole is doing poorly," Tarter notes.
The report shows pay levels for seven major job categories, including
senior support executives, department managers, analyst/project
managers, senior support technicians, field support technicians,
support technicians, and customer service reps.
The report provides comparative compensation data based on the
following variables:
- Skill level
- Company revenues
- Support organization size
- Product price
Copies of the survey are free to ASP members in the
members-only area.
Copies of the 2011 Salary Survey are now also free for non-members.
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