Technical support essentials : advice you can use to succeed in technical support / Andres R. Sanchez.

Format:

Book

Author/Creator:

Sanchez, Andres R.

Language:

English

Subjects (All):

Computer technical support.

Physical Description:

1 online resource (274 pages)

Edition:

1st ed. 2009.

Place of Publication:

[Berkeley, Calif.] : Apress, 2009.

Language Note:

English

System Details:

text file

Summary:

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.

Contents:

pt. 1. Advice for dealing with yourself and your work

pt. 2. Working with others

pt. 3. The support organization

pt. 4. Working with customers.

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

9786612981364

9781282981362

1282981366

9781430225485

1430225483

OCLC:

670293507