Despite recessionary pressures, salaries for senior tech support staff and managers rose modestly during 2008, according to the latest annual salary survey conducted by the Association of Support Professionals (ASP). But the gains were largely limited to senior support employees and managers, the report noted. Entry- level tech support and customer service reps saw no overall gain in pay during the year.
The ASP's fourteenth annual Technical Support Salary Survey, which reflects compensation data supplied by 125 participating support organizations, also reveals that a majority of all support employees now work for large, enterprise-oriented software companies whose pay levels have become a de facto industry standard.
These "selective gains" in support pay probably reflect the growing shift from free to fee-based support, says ASP executive director Jeffrey Tarter. "When customers pay for support and related services, they insist on more technical skill and domain expertise than they did when support was free," he says. "And when customers put more value on experience, it's not surprising that employees with experience will see their pay move up at a faster rate."
More information on the service and support industry can be found at www.supportindustry.com
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