Technical Support Essentials: Advice to Succeed in Technical Support

by Andrew Sanchez

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 learnThis 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

Your Work Ethic

Intricacies of the Field

Your Work Practices

The Technical Support Group

The Technical Support Colleague

Leadership in Support

Support Roles and Behaviors

Structures and Tiers

Process and Practice

Customer Service

Communications

Perspectives

Kindle Edition

First published January 6, 2010

Reviews

[Edwin Rossi · Rating 5 out of 5]

This is really an amazing book, has built a lot confidence in me.