The Ability Scoring Model of Software Support Engineers Based on Technical and Communication Skills

Abstract This study aims to determine the ability of a software support engineer both technical abilities and communication skills. To achieve these objectives, the research begins by determining questions through literature studies and interviews then validate these questions by involving 2 communication experts, 10 support managers, and 30 software support engineers from 3 IT companies ranging from a small business company, medium business company, and large business company. Validity testing is done through filling out a questionnaire to the support manager, communication expert and application support with weighting using a Likert scale. With this research, we succeed in creating the scoring model with a value of more than 90% confidence level to assess the ability of a software support engineer. This assessment model contains 5 questions about database capabilities, 5 questions about basic algorithms, and 10 questions about communication skills. Therefore, this scoring model has been able to represent the real capabilities of a software support engineer.