Technical Support Essentials

Andrew Sanchez is a senior principal support engineer at CA, Inc. He started his technical support career in the early 1990s with different companies and, and during his 10+ years of experience he has worked issues, visited clients on escalations, trained and mentored colleagues in the United States and abroad, and seen products and support trends come and go. His invaluable experience is presented to you in a concise and easy-to-read format in Technical Support: 101 Pieces of Advice to Succeed in Technical Support. Novice as well as experienced technical support staff will find this book's information useful when dealing with colleagues, management, and clients.

• Advice for Dealing with Yourself and Your Work.- Your Work Ethic.- Intricacies of the Field.- Your Work Practices.- Working with Others.- The Technical Support Group.- The Technical Support Colleague.- Leadership in Support.- The Support Organization.- Support Roles and Behaviors.- Structures and Tiers.- Process and Practice.- Working with Customers.- Customer Service.- Communications.- Perspectives.