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Technical Support Essentials: Advice You Can Use to Succeed in Technical Support
Contributor(s): Sanchez, Andrew (Author), Sleeth, Karen (Author)

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 ISBN: 1430225475     ISBN-13: 9781430225478
Publisher: Apress
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Binding Type: Paperback - See All Available Formats & Editions
Published: December 2009
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Annotation:

There is currently no concise manual for support people on how to treat customers, management, colleagues, and customers. This book delivers 101 short and concise pieces of advice with actual examples that readers can use immediately to improve their technical support career. This book does not require cover-to-cover reading-readers can skip around to find the information they most need to access at a given time.
What you'll learn

This book delivers short and concise advice with actual examples that readers can use immediately to improve their technical support career.
Who is this book for?

This book is for technical support managers and staff.
Additional Information
BISAC Categories:
- Computers | Software Development & Engineering - General
Dewey: 658.403
Physical Information: 0.93" H x 7.62" W x 9.26" L (1.13 lbs) 269 pages
Features: Bibliography, Index, Table of Contents
 
Descriptions, Reviews, Etc.
Publisher Description:
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.
 
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