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Technical Support Essentials

Advice to Succeed in Technical Support

  • Book
  • © 2009

Overview

Authors:
  1. Andres R. Sanchez
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Editors:
  1. Jeffrey Pepper
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  2. Clay Andres
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  3. Steve Anglin
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  4. Mark Beckner
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  5. Ewan Buckingham
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  6. Gary Cornell
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  7. Jonathan Gennick
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  8. Jonathan Hassell
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  9. Michelle Lowman
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  10. Matthew Moodie
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  11. Duncan Parkes
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  12. Jeffrey Pepper
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  13. Frank Pohlmann
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  14. Douglas Pundick
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  15. Ben Renow-Clarke
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  16. Dominic Shakeshaft
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  17. Matt Wade
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  18. Tom Welsh
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  19. Jim Markham
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  20. Katie Stence
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Table of contents (12 chapters)

  1. Front Matter

    Pages i-xvii
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  2. Advice for Dealing with Yourself and Your Work

    1. Front Matter

      Pages 1-1
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    2. Your Work Ethic

      • Andres R. Sanchez
      Pages 3-23

    3. Intricacies of the Field

      • Andres R. Sanchez
      Pages 25-42

    4. Your Work Practices

      • Andres R. Sanchez
      Pages 43-64

  3. Working with Others

    1. Front Matter

      Pages 65-65
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    2. The Technical Support Group

      • Andres R. Sanchez
      Pages 67-93

    3. The Technical Support Colleague

      • Andres R. Sanchez
      Pages 95-117

    4. Leadership in Support

      • Andres R. Sanchez
      Pages 119-137

  4. The Support Organization

    1. Front Matter

      Pages 139-139
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    2. Support Roles and Behaviors

      • Andres R. Sanchez
      Pages 141-159

    3. Structures and Tiers

      • Andres R. Sanchez
      Pages 161-180

    4. Process and Practice

      • Andres R. Sanchez
      Pages 181-198

  5. Working with Customers

    1. Front Matter

      Pages 199-199
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    2. Customer Service

      • Andres R. Sanchez
      Pages 201-223

    3. Communications

      • Andres R. Sanchez
      Pages 225-241

    4. Perspectives

      • Andres R. Sanchez
      Pages 243-259

  6. Back Matter

    Pages 261-269
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Keywords

About this book

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.

About the author

Andrew Sanchez is a senior principal support engineer at CA, Inc. He started his technical support career in the early 1990s with different companies and, and during his 10+ years of experience he has worked issues, visited clients on escalations, trained and mentored colleagues in the United States and abroad, and seen products and support trends come and go. His invaluable experience is presented to you in a concise and easy-to-read format in Technical Support: 101 Pieces of Advice to Succeed in Technical Support. Novice as well as experienced technical support staff will find this book's information useful when dealing with colleagues, management, and clients.

Bibliographic Information

  • Book Title: Technical Support Essentials

  • Book Subtitle: Advice to Succeed in Technical Support

  • Authors: Andres R. Sanchez

  • Editors: Jeffrey Pepper, Clay Andres, Steve Anglin, Mark Beckner, Ewan Buckingham, Gary Cornell, Jonathan Gennick, Jonathan Hassell, Michelle Lowman, Matthew Moodie, Duncan Parkes, Jeffrey Pepper, Frank Pohlmann, Douglas Pundick, Ben Renow-Clarke, Dominic Shakeshaft, Matt Wade, Tom Welsh, Jim Markham, … Katie Stence

  • DOI: https://doi.org/10.1007/978-1-4302-2548-5

  • Publisher: Apress Berkeley, CA

  • eBook Packages: Business and Economics, Business and Management (R0), Apress Access Books

  • Copyright Information: CA Technologies, Inc. 2009

  • Softcover ISBN: 978-1-4302-2547-8Published: 30 December 2009

  • eBook ISBN: 978-1-4302-2548-5Published: 08 September 2010

  • Edition Number: 1

  • Number of Pages: XVII, 269

  • Number of Illustrations: 1 b/w illustrations

  • Topics: Business and Management, general, Information Systems and Communication Service

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