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ASPonline.com >
Reports >
2010 Tech Support Salary Survey
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2010 Technical Support Salary Survey
Publication date: 2/10
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Executive summary
For the past fifteen 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 2010 survey, which reflects data from 124 support
organizations with more than 11,000 support employees, reveals that
the current economic recession has had a relatively modest impact on
pay levels throughout the support industry.
"For support veterans, the comparison with earlier recessions is
striking," the report notes. "During tough times, support people used
to be the prime target for layoffs and salary freezes. Managers were
routinely told to squeeze more work out of fewer bodies, and high
turnover rates meant that experienced team members were frequently
replaced by low-cost neophytes.
"This time, support employees have largely dodged the bullet. Yes,
some top-level salaries have declined by a few percentage points, and
most rank-and-file staff didn’t get meaningful raises in 2009. But
support jobs certainly haven’t experienced the kind of broad-based
meltdown that has occurred in other people-intensive occupations.
Overall, this year’s numbers describe a relatively stable, almost
recession-proof industry."
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.
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