Technical Support Essentials [recurso electrónico] : Advice You Can Use to Succeed in Technical Support / by Andres R. Sanchez ; edited by Jeffrey Pepper, Clay Andres, Steve Anglin, Mark Beckner, Ewan Buckingham, Gary Cornell, Jonathan Gennick, Jonathan Hassell, Michelle Lowman, Matthew Moodie, Duncan Parkes, Jeffrey Pepper, Frank Pohlmann, Douglas Pundick, Ben Renow-Clarke, Dominic Shakeshaft, Matt Wade, Tom Welsh, Jim Markham, Katie Stence.

Por: Sanchez, Andres R [author.]Colaborador(es): Pepper, Jeffrey [editor.] | Andres, Clay [editor.] | Anglin, Steve [editor.] | Beckner, Mark [editor.] | Buckingham, Ewan [editor.] | Cornell, Gary [editor.] | Gennick, Jonathan [editor.] | Hassell, Jonathan [editor.] | Lowman, Michelle [editor.] | Moodie, Matthew [editor.] | Parkes, Duncan [editor.] | Pepper, Jeffrey [editor.] | Pohlmann, Frank [editor.] | Pundick, Douglas [editor.] | Renow-Clarke, Ben [editor.] | Shakeshaft, Dominic [editor.] | Wade, Matt [editor.] | Welsh, Tom [editor.] | Markham, Jim [editor.] | Stence, Katie [editor.] | SpringerLink (Online service)Tipo de material: TextoTextoEditor: Berkeley, CA : Apress, 2010Descripción: 260 p. online resourceTipo de contenido: text Tipo de medio: computer Tipo de portador: online resourceISBN: 9781430225485Tema(s): Computer science | Computer Science | Programming TechniquesFormatos físicos adicionales: Printed edition:: Sin títuloClasificación CDD: 005.11 Clasificación LoC:QA76.6-76.66Recursos en línea: Libro electrónicoTexto
Contenidos:
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.
En: Springer eBooksResumen: 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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Existencias
Tipo de ítem Biblioteca actual Colección Signatura Copia número Estado Fecha de vencimiento Código de barras
Libro Electrónico Biblioteca Electrónica
Colección de Libros Electrónicos QA76.6 -76.66 (Browse shelf(Abre debajo)) 1 No para préstamo 370758-2001

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.

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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