000			03673nam a22006375i 4500
001			978-1-4302-2548-5
003			DE-He213
005			20140220084459.0
007			cr nn 008mamaa
008			100904s2010 xxu| s |||| 0|eng d
020			_a9781430225485 _9978-1-4302-2548-5
024	7		_a10.1007/978-1-4302-2548-5 _2doi
050		4	_aQA76.6-76.66
072		7	_aUM _2bicssc
072		7	_aCOM051000 _2bisacsh
082	0	4	_a005.11 _223
100	1		_aSanchez, Andres R. _eauthor.
245	1	0	_aTechnical Support Essentials _h[electronic resource] : _bAdvice You Can Use to Succeed in Technical Support / _cby 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.
264		1	_aBerkeley, CA : _bApress, _c2010.
300			_a260 p. _bonline resource.
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_atext file _bPDF _2rda
505	0		_aAdvice 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.
520			_aTechnical 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.
650		0	_aComputer science.
650	1	4	_aComputer Science.
650	2	4	_aProgramming Techniques.
700	1		_aPepper, Jeffrey. _eeditor.
700	1		_aAndres, Clay. _eeditor.
700	1		_aAnglin, Steve. _eeditor.
700	1		_aBeckner, Mark. _eeditor.
700	1		_aBuckingham, Ewan. _eeditor.
700	1		_aCornell, Gary. _eeditor.
700	1		_aGennick, Jonathan. _eeditor.
700	1		_aHassell, Jonathan. _eeditor.
700	1		_aLowman, Michelle. _eeditor.
700	1		_aMoodie, Matthew. _eeditor.
700	1		_aParkes, Duncan. _eeditor.
700	1		_aPepper, Jeffrey. _eeditor.
700	1		_aPohlmann, Frank. _eeditor.
700	1		_aPundick, Douglas. _eeditor.
700	1		_aRenow-Clarke, Ben. _eeditor.
700	1		_aShakeshaft, Dominic. _eeditor.
700	1		_aWade, Matt. _eeditor.
700	1		_aWelsh, Tom. _eeditor.
700	1		_aMarkham, Jim. _eeditor.
700	1		_aStence, Katie. _eeditor.
710	2		_aSpringerLink (Online service)
773	0		_tSpringer eBooks
776	0	8	_iPrinted edition: _z9781430225478
856	4	0	_uhttp://dx.doi.org/10.1007/978-1-4302-2548-5
912			_aZDB-2-CWD
999			_c110021 _d110021