Technical Support Essentials

Part 1. Advice for Dealing with Yourself and Your Work

1. Your Work Ethic
Andres R. Sanchez

2. Intricacies of the Field
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3. Your Work Practices
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Part 2. Working with Others

4. The Technical Support Group
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5. The Technical Support Colleague
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6. Leadership in Support
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Part 3. The Support Organization

7. Support Roles and Behaviors
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8. Structures and Tiers
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9. Process and Practice
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Part 4. Working with Customers

10. Customer Service
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11. Communications
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12. Perspectives
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Avainsanat: Computer Science, Programming Techniques