Andres, Clay
Technical Support Essentials
Table of contents
Part 1. Advice for Dealing with Yourself and Your Work
1. Your Work Ethic
Andres R. Sanchez
2. Intricacies of the Field
Andres R. Sanchez
3. Your Work Practices
Andres R. Sanchez
Part 2. Working with Others
4. The Technical Support Group
Andres R. Sanchez
5. The Technical Support Colleague
Andres R. Sanchez
6. Leadership in Support
Andres R. Sanchez
Part 3. The Support Organization
7. Support Roles and Behaviors
Andres R. Sanchez
8. Structures and Tiers
Andres R. Sanchez
9. Process and Practice
Andres R. Sanchez
Part 4. Working with Customers
10. Customer Service
Andres R. Sanchez
11. Communications
Andres R. Sanchez
12. Perspectives
Andres R. Sanchez
Keywords: Computer Science, Programming Techniques
- Author(s)
- Andres, Clay
- Anglin, Steve
- Beckner, Mark
- Buckingham, Ewan
- Cornell, Gary
- Gennick, Jonathan
- Hassell, Jonathan
- Lowman, Michelle
- Markham, Jim
- Moodie, Matthew
- Parkes, Duncan
- Pepper, Jeffrey
- Pohlmann, Frank
- Pundick, Douglas
- Renow-Clarke, Ben
- Sanchez, Andres R.
- Shakeshaft, Dominic
- Stence, Katie
- Wade, Matt
- Welsh, Tom
- Publisher
- Springer
- Publication year
- 2010
- Language
- en
- Edition
- 1
- Imprint
- Apress - Berkeley, CA
- Page amount
- 286 pages
- Category
- Information Technology, Telecommunications
- Format
- Ebook
- eISBN (PDF)
- 9781430225485
