{"product_id":"9781430225485","title":"Technical Support Essentials: Advice to Succeed in Technical Support","description":"\u003cp\u003e    \u003cem\u003eTechnical Support Essentials\u003c\/em\u003e 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.        \u003c\/p\u003e    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      \u003cp\u003e     This book is for technical support managers and staff.         \u003c\/p\u003e     Table of Contents\u003col\u003e   \u003cli\u003eYour Work Ethic \u003c\/li\u003e   \u003cli\u003eIntricacies of the Field \u003c\/li\u003e   \u003cli\u003eYour Work Practices \u003c\/li\u003e   \u003cli\u003eThe Technical Support Group \u003c\/li\u003e   \u003cli\u003eThe Technical Support Colleague \u003c\/li\u003e   \u003cli\u003eLeadership in Support \u003c\/li\u003e   \u003cli\u003eSupport Roles and Behaviors \u003c\/li\u003e   \u003cli\u003eStructures and Tiers \u003c\/li\u003e   \u003cli\u003eProcess and Practice \u003c\/li\u003e   \u003cli\u003eCustomer Service \u003c\/li\u003e   \u003cli\u003eCommunications \u003c\/li\u003e   \u003cli\u003ePerspectives  \u003c\/li\u003e  \u003c\/ol\u003e","brand":"Apress","offers":[{"title":"Default Title","offer_id":47127484825840,"sku":"9781430225485","price":31.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781430225485_p0.jpg?v=1763750966","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781430225485","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}