From: mtf@sactoh0.sac.ca.us (Martin T. Fujitani)
Subject: [s/w Tech. Support] Request for duties, pros & cons, experiences.
Keywords:  software  technical support  job descriptions  career advice 
Reply-To: mtf@sactoh0.SAC.CA.US (Martin T. Fujitani)
Organization: Sacramento Public Access Unix, Sacramento, Ca.
Date: Thu, 28 Jan 93 01:20:58 GMT

    I will summarize to this group, misc.jobs.misc, and by e-mail upon 
    request.  If you want your name, title, e-mail address, or employer 
    kept anonymous please specify.  Otherwise, I will give you credit in 
    the summary.  E-mail is preferred, since postings to misc.jobs.misc 
    may not reach me (my USENET feed has been having problems lately).

    E-MAIL YOUR RESPONSES TO:  mtf@sactoh0.SAC.CA.US

    TARGETED AUDIENCE
    ================= 
    I prefer responses from **SOFTWARE** TECH. SUPPORT MEMBERS and REGULAR 
    USERS OF SOFTWARE TECH. SUPPORT, but responses from hardware tech. 
    support, or other professionals are welcome.  Please specify your title 
    and years of experience so that I may correctly interpret your responses.

    PURPOSE
    =======
    I am requesting job duties, conditions, personal experiences, and any 
    other useful information that will allow me to simulate a career as a 
    Software Technical Support professional.

    BACKGROUND 
    ==========
    Recently I had my first interview for a Software Technical Support 
    position with a small software company in the Silicon Valley (San 
    Francisco Bay Area).  Since I had no previous experience doing software
    technical support, the hiring manager suggested I receive input from 
    professionals in technical support to get a reasonable idea of what the 
    career involves.  Thank you in advance for your responses! 

::::::::::::::::::::::::::: please cut here :::::::::::::::::::::::::::::

    ====================================================
    SUGGESTED QUESTIONNAIRE:  Software Technical Support 
    ====================================================

    NAME __________________________ TITLE _______________________________

    YRS. OF EXPERIENCE IN S/W TECH. SUPPORT __________

    EMPLOYER NAME _______________________________________________________ 

    EMPLOYER CITY/STATE/COUNTRY __________________________________________

    Please check one, both, or neither:
    SUPPORT S/W DEVELOPERS _____   SUPPORT END-USERS _____

    ======================================================================
    (1) WHAT PERSONAL/PROFESSIONAL QUALITIES DO THE BEST S/W TECH. SUPPORT 
        MEMBERS POSSESS? 

    (2) JOB DUTIES, TYPICAL AND WORST-CASE DAILY ROUTINE, CONDITIONS? 

    (3) YOUR PERSONAL EXPERIENCES AS A S/W TECH. SUPPORT MEMBER? 
        (i.e., likes and dislikes of s/w tech. support career; 
               compare/contrast to programming, SQA) 
 
    (4) ANYTHING ELSE I SHOULD KNOW ABOUT S/W TECH. SUPPORT CAREER? 

    ======================================================================
    ::::: the end ::::: 

    Thank you for your time.

-- 
 
 Martin T. Fujitani         99 Angel Island Cir, Sacramento CA 95831-3721
 mtf@sactoh0.SAC.CA.US       (916) 422-7867 voice
 mfujitani@citrus.SAC.CA.US