Technical Support Essentials: Advice You Can Use to Succeed in Technical Support

  • 9h 1m
  • Andres R. Sanchez
  • Apress
  • 2009

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.

About the Author

Andres R. Sanchez currently works at CA, Inc. as a Support Delivery Manager for the Clarity Project and Portfolio Management solution in Plano, Texas. He has been in Technical Support, in one form or another, for his entire IT career since 1991. He started out in a small entrepreneurial company selling computer systems and solutions to the printing industry and doing everything from selling to technical support where he learned all the stages in a small technology company. He has been in Enterprise Software support since 1998 when he joined Abirnet Inc. Early in is career in the 1990’s, he worked in consumer product support, in medical office management software support and in an internal helpdesk for a large communications company. This experience allowed seeing the technical support field from different angles and with different customer mindsets.

Andres received a Bachelor of Business Administration in Economics from the School of Business at The University of Texas at Arlington, a Masters in Business Administration in Information Technology from the Graduate School of Management at the University of Dallas and is currently pursuing a PhD in Leadership Studies in Business from the Gary Cook Graduate School of Leadership at Dallas Baptist University.

He lives in Arlington, Texas with his wife and kids and spends his weekends running a cattle ranch in Navarro County, Texas.

In this Book

  • Technical Support Essentials—Advice You Can Use to Succeed in Technical Support
  • Preface
  • Introduction
  • Your Work Ethic
  • Intricacies of the Field
  • Your Work Practices
  • The Technical Support Group
  • The Technical Support Colleague
  • Leadership in Support
  • Support Roles and Behaviors
  • Structures and Tiers
  • Process and Practice
  • Customer Service
  • Communications
  • Perspectives