Back to school

Technical Support Essentials

Advice to Succeed in Technical Support

By Andrew Sanchez

  • eBook Price: $27.99 $14.00
Buy eBook Buy Print Book
Technical Support Essentials delivers 101 short and concise pieces of advice with actual examples that readers can use immediately to improve their technical support career.

Full Description

  • Add to Wishlist
  • ISBN13: 978-1-4302-2547-8
  • User Level: Beginner to Intermediate
  • Publication Date: January 5, 2010
  • Available eBook Formats: EPUB, MOBI, PDF

Related Titles

  • Managing Humans
  • Exporting
  • Pro Marketing and Search Engine Optimization
  • Disruptive Analytics
  • Pass the PMP Exam, Second Edition
  • PMP Examination Practice Questions, Third Edition
  • Windows Installation and Update Troubleshooting
  • Windows Group Policy Troubleshooting
  • Windows 10 Troubleshooting
  • The Agile Consultant
Full Description

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 establish their own style of work. This book applies theories, models, and concepts synthesized from existing research in other fields—such as management, economics, leadership, and psychology—and connects them to technical support. The goal is to build on the work of others and allow their success to evolve the profession. The book’s broad perspective looks at proven practices, legal issues, dealing with customers, utilizing resources, and an array of other topics of interest to tech support professionals.

What you’ll learn

This book delivers short and concise advice with actual examples that readers can use immediately to improve their technical support career.

Who this book is for

This book is for technical support managers and staff.

Table of Contents

Table of Contents

  1. Your Work Ethic
  2. Intricacies of the Field
  3. Your Work Practices
  4. The Technical Support Group
  5. The Technical Support Colleague
  6. Leadership in Support
  7. Support Roles and Behaviors
  8. Structures and Tiers
  9. Process and Practice
  10. Customer Service
  11. Communications
  12. Perspectives
Errata

If you think that you've found an error in this book, please let us know by emailing to editorial@apress.com . You will find any confirmed erratum below, so you can check if your concern has already been addressed.
No errata are currently published

Best-Sellers

    1. Building Great Software Engineering Teams

      $20.99

      View Book

    2. The Coder\'s Path to Wealth and Independence

      $27.99

      View Book

    3. Improving Profit

      $24.99

      View Book

    4. More Joel on Software

      $17.99

      View Book