2010

Technical Support Essentials

Advice You Can Use to Succeed in Technical Support

Authors:

ISBN: 978-1-4302-2547-8 (Print) 978-1-4302-2548-5 (Online)

Table of contents (12 chapters)

  1. Front Matter

    Pages i-xvii

  2. Advice for Dealing with Yourself and Your Work

    1. Front Matter

      Pages 1-1

    2. No Access

      Book Chapter

      Pages 3-23

      Your Work Ethic

    3. No Access

      Book Chapter

      Pages 25-42

      Intricacies of the Field

    4. No Access

      Book Chapter

      Pages 43-64

      Your Work Practices

  3. Working with Others

    1. Front Matter

      Pages 65-65

    2. No Access

      Book Chapter

      Pages 67-93

      The Technical Support Group

    3. No Access

      Book Chapter

      Pages 95-117

      The Technical Support Colleague

    4. No Access

      Book Chapter

      Pages 119-137

      Leadership in Support

  4. The Support Organization

    1. Front Matter

      Pages 139-139

    2. No Access

      Book Chapter

      Pages 141-159

      Support Roles and Behaviors

    3. No Access

      Book Chapter

      Pages 161-180

      Structures and Tiers

    4. No Access

      Book Chapter

      Pages 181-198

      Process and Practice

  5. Working with Customers

    1. Front Matter

      Pages 199-199

    2. No Access

      Book Chapter

      Pages 201-223

      Customer Service

    3. No Access

      Book Chapter

      Pages 225-241

      Communications

    4. No Access

      Book Chapter

      Pages 243-259

      Perspectives

  6. Back Matter

    Pages 261-269