Technical Support Essentials : Advice You Can Use to Succeed in Technical Support
Technical support has only been around for a three decades at most; at least with that name. Yet, the work is truly a very humanistic approach to that very fundamental need; provide answers and assistance to those who seek them. The need and demand for the work has grown exponentially with the infor...
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| Định dạng: | Sách |
| Ngôn ngữ: | English |
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Apress
2013
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| Truy cập trực tuyến: | https://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/34808 |
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| Thư viện lưu trữ: | Thư viện Trường Đại học Đà Lạt |
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| id |
oai:scholar.dlu.edu.vn:DLU123456789-34808 |
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dspace |
| institution |
Thư viện Trường Đại học Đà Lạt |
| collection |
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| language |
English |
| topic |
Technical Computer |
| spellingShingle |
Technical Computer Sanchez, Andres R Technical Support Essentials : Advice You Can Use to Succeed in Technical Support |
| description |
Technical support has only been around for a three decades at most; at least with that name. Yet, the work is truly a very humanistic approach to that very fundamental need; provide answers and assistance to those who seek them. The need and demand for the work has grown exponentially with the information revolution that hit us in
the late 1980’s. However, it has its roots in the mainframe computing world of the 1970’s. The technology industry is not the only one that uses technical support to provide customers with the information they need. Technical support exists in any industry whose products, services or projects are complex enough to warrant an expert professional to provide resolutions and advice to users’ and customers’ problems. |
| format |
Book |
| author |
Sanchez, Andres R |
| author_facet |
Sanchez, Andres R |
| author_sort |
Sanchez, Andres R |
| title |
Technical Support Essentials : Advice You Can Use to Succeed in Technical Support |
| title_short |
Technical Support Essentials : Advice You Can Use to Succeed in Technical Support |
| title_full |
Technical Support Essentials : Advice You Can Use to Succeed in Technical Support |
| title_fullStr |
Technical Support Essentials : Advice You Can Use to Succeed in Technical Support |
| title_full_unstemmed |
Technical Support Essentials : Advice You Can Use to Succeed in Technical Support |
| title_sort |
technical support essentials : advice you can use to succeed in technical support |
| publisher |
Apress |
| publishDate |
2013 |
| url |
https://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/34808 |
| _version_ |
1819825898807885824 |
| spelling |
oai:scholar.dlu.edu.vn:DLU123456789-348082014-01-20T01:39:01Z Technical Support Essentials : Advice You Can Use to Succeed in Technical Support Sanchez, Andres R Technical Computer Technical support has only been around for a three decades at most; at least with that name. Yet, the work is truly a very humanistic approach to that very fundamental need; provide answers and assistance to those who seek them. The need and demand for the work has grown exponentially with the information revolution that hit us in the late 1980’s. However, it has its roots in the mainframe computing world of the 1970’s. The technology industry is not the only one that uses technical support to provide customers with the information they need. Technical support exists in any industry whose products, services or projects are complex enough to warrant an expert professional to provide resolutions and advice to users’ and customers’ problems. Contents at a Glance ...................................................................................................................................... iv Contents .......................................................................................................................................................... v About the Author ............................................................................................................................................ xi Acknowledgments ........................................................................................................................................ xii Preface .......................................................................................................................................................... xiv Introduction .................................................................................................................................................. xvi PART 1 Advice for Dealing with Yourself and Your Work ................................................................ 1 Chapter 1: Your Work Ethic .............................................................................................................................. 3 Chapter 2: Intricacies of the Field ................................................................................................................. 25 Chapter 3: Your Work Practices .................................................................................................................... 43 PART 2 Working with Others ........................................................................................................... 65 Chapter 4: The Technical Support Group ...................................................................................................... 67 Chapter 5: The Technical Support Colleague ................................................................................................ 95 Chapter 6: Leadership in Support ................................................................................................................ 119 PART 3 The Support Organization ................................................................................................. 139 Chapter 7: Support Roles and Behaviors .................................................................................................... 141 Chapter 8: Structures and Tiers ................................................................................................................... 161 Chapter 9: Process and Practice ................................................................................................................. 181 PART 4 Working with Customers .................................................................................................. 199 Chapter 10: Customer Service ..................................................................................................................... 201 Chapter 11: Communications ...................................................................................................................... 225 Chapter 12: Perspectives ............................................................................................................................. 243 Index ............................................................................................................................................................ 261 2013-07-19T06:58:13Z 2013-07-19T06:58:13Z 2009 Book 978-1-4302-2547-8 https://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/34808 en application/pdf Apress |