Technical Support Essentials

Advice You Can Use to Succeed in Technical Support

  • Authors
  • Andres R. Sanchez
  • Editors
  • Jeffrey Pepper
  • Clay Andres
  • Steve Anglin
  • Mark Beckner
  • Ewan Buckingham
  • Gary Cornell
  • Jonathan Gennick
  • Jonathan Hassell
  • Michelle Lowman
  • Matthew Moodie
  • Duncan Parkes
  • Jeffrey Pepper
  • Frank Pohlmann
  • Douglas Pundick
  • Ben Renow-Clarke
  • Dominic Shakeshaft
  • Matt Wade
  • Tom Welsh
  • Jim Markham
  • Katie Stence

Table of contents

  1. Front Matter
    Pages i-xvii
  2. Advice for Dealing with Yourself and Your Work

    1. Front Matter
      Pages 1-1
    2. Andres R. Sanchez
      Pages 3-23
    3. Andres R. Sanchez
      Pages 25-42
    4. Andres R. Sanchez
      Pages 43-64
  3. Working with Others

    1. Front Matter
      Pages 65-65
    2. Andres R. Sanchez
      Pages 67-93
    3. Andres R. Sanchez
      Pages 95-117
    4. Andres R. Sanchez
      Pages 119-137
  4. The Support Organization

    1. Front Matter
      Pages 139-139
    2. Andres R. Sanchez
      Pages 141-159
    3. Andres R. Sanchez
      Pages 161-180
    4. Andres R. Sanchez
      Pages 181-198
  5. Working with Customers

    1. Front Matter
      Pages 199-199
    2. Andres R. Sanchez
      Pages 201-223
    3. Andres R. Sanchez
      Pages 225-241
    4. Andres R. Sanchez
      Pages 243-259
  6. Back Matter
    Pages 261-269

About this book


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.


Service management organization technical support

Bibliographic information