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Business & Management | Technical Support Essentials - Advice to Succeed in Technical Support

Technical Support Essentials

Advice to Succeed in Technical Support

Sanchez, Andrew, Sleeth, Karen

2010, 260 p.

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  • Features a short and concise format-it’s easy to read and digest and can be done at random
  • Offers immediate real-world advice which a Technical Support person can use to improve his or her job
  • Offers advice on the different aspects of Technical Support which other books don’t cover such as colleague relationships, dealing with management and providing the best service to the customer
  • Written by the leading expert on Tech Support at CA whose business it is to improve business processes
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.

Content Level » Popular/general

Keywords » Service - management - organization - technical support

Related subjects » Business & Management - Information Systems and Applications

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 

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