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Title: Technical Support Essentials: Advice to Succeed in Technical Support

There is currently no concise manual for support people on how to treat customers, management, colleagues, and customers. This book delivers 101 short and concise pieces of advice with actual examples that readers can use immediately to improve their technical support career. This book does not require cover-to-cover reading–readers can skip around to find the information they most need to access at a given time.

What you’ll learn

This book delivers short and concise advice with actual examples that readers can use immediately to improve their technical support career.

Who is this book for?

This book is for technical support managers and staff.

About the Author

Andrew Sanchez is currently a senior principal support engineer at CA, Inc. He started his technical support in the early 1990s with different companies and, and during his 10+ years of experience he has worked issues, visited clients on escalations, trained and mentored colleagues in the United States and abroad, and seen products and support trends come and go. His invaluable experience is presented to you in a concise and easy-to-read format in Technical Support: 101 Pieces of Advice to Succeed in Technical Support. Novice as well as experienced technical support staff will find this book’s information useful when dealing with colleagues, management, and clients.

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