Technical Support Essentials
Advice You Can Use to Succeed in Technical Support
(Sprache: Englisch)
This book provides 101 pieces of advice on the topic of technical support along with actual examples, which readers can use immediately to improve their technical support career. It can also be read randomly and does not require cover to cover reading.
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This book provides 101 pieces of advice on the topic of technical support along with actual examples, which readers can use immediately to improve their technical support career. It can also be read randomly and does not require cover to cover reading.
Klappentext zu „Technical Support Essentials “
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.
This book will provide 101 pieces of advice on the topic of Technical Support. There is currently no concise manual for support people on how to treat customers, management, and colleagues. This book will deliver the advice, with actual examples, which the reader can use immediately to improve their technical support career. This book can also be read randomly and does not require cover to cover reading. It is a book that tech support departments will want for all their employees.
Inhaltsverzeichnis zu „Technical Support Essentials “
- Section 1: Advice for dealing with yourself1: Your work Ethic
2: Your Area of Expertise
3: Your Work Practices
- Section 2: Advice for dealing with your colleagues
4: Working in a Team
5: Working with Colleagues
6: Providing Leadership
- Section 3: Advice for dealing with Management
7: Know your place
8: Know their place
9: Collaborating with Management
- Section 4: Advice for dealing with Customers
10: Empathy and Discord
11: Communication
12: After Hours Support
Autoren-Porträt von Andrew Sanchez, Karen Sleeth
Andrew Sanchez started his technical support in the early 1990's with different companies and is currently a Senior Principal Support Engineer at CA, Inc. During his 10+ years of experience he has worked issues, visited clients on escalations, trained and mentored colleagues in the US and abroad and seen products and support trends come and go. This invaluable experience is presented to you in a concise and easy to read format in "101 Pieces of Advice to Succeed in Technical Support". This book will provide value to the novice as well as the experienced in all the relevant areas of tech support such as colleagues, management and clients.
Bibliographische Angaben
- Autoren: Andrew Sanchez , Karen Sleeth
- 2010, 1st ed., XVII, 269 Seiten, Masse: 19,2 x 23,5 cm, Kartoniert (TB), Englisch
- Verlag: Springer, Berlin
- ISBN-10: 1430225475
- ISBN-13: 9781430225478
Sprache:
Englisch
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