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. What you’ll learnThis book delivers short and concise advice with actual examples that readers can use immediately to improve their technical support career. Who this book is for This book is for technical support managers and staff. Table of Contents 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