Technical Support Essentials Advice You Can Use to Succeed in Technical Support /

• Main Author: Sanchez, Andres R. (Author)
• Corporate Author: SpringerLink (Online service)
• Other Authors: Pepper, Jeffrey (Editor), Andres, Clay (Editor), Anglin, Steve (Editor), Beckner, Mark (Editor), Buckingham, Ewan (Editor), Cornell, Gary (Editor), Gennick, Jonathan (Editor), Hassell, Jonathan (Editor), Lowman, Michelle (Editor), Moodie, Matthew (Editor), Parkes, Duncan (Editor), Pohlmann, Frank (Editor), Pundick, Douglas (Editor), Renow-Clarke, Ben (Editor), Shakeshaft, Dominic (Editor), Wade, Matt (Editor), Welsh, Tom (Editor), Markham, Jim (Editor), Stence, Katie (Editor)
• Format: Electronic eBook
• Language: English
• Published: Berkeley, CA : Apress, 2010.
• Subjects: Business.; Management science.; Computers.; Business and Management.; Business and Management, general.; Information Systems and Communication Service.

Technical Support Essentials is a book about the many facets of technical support. It attempts to provide a wide array of topics to serve as points of improvement, discussion, or simply topics that you might want to learn. The topics range from good work habits to the way technical support groups es...

Table of Contents:

• Advice for Dealing with Yourself and Your Work
• Your Work Ethic
• Intricacies of the Field
• Your Work Practices
• Working with Others
• The Technical Support Group
• The Technical Support Colleague
• Leadership in Support
• The Support Organization
• Support Roles and Behaviors
• Structures and Tiers
• Process and Practice
• Working with Customers
• Customer Service
• Communications
• Perspectives.