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Technical Support Essentials - Advice to Succeed in Technical Support

Technical Support Essentials - Advice to Succeed in Technical Support

of: Andrew Sanchez, Karen Sleeth

Apress, 2010

ISBN: 9781430225485 , 260 Pages

Format: PDF, Read online

Copy protection: DRM

Windows PC,Mac OSX Apple iPad, Android Tablet PC's Read Online for: Windows PC,Mac OSX,Linux

Price: 34,99 EUR



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Technical Support Essentials - Advice to Succeed in Technical Support


 

Title Page

1

Copyright Page

2

Contents at a Glance

4

Table of Contents

5

About the Author

11

Acknowledgments

12

Preface

14

Introduction

16

PART 1 Advice for Dealing with Yourself and Your Work

18

CHAPTER 1 Your Work Ethic

19

The Value of Technical Support Work

20

A Dynamic Career: Moving Up Laterally,and Even Down When Necessary

21

Keep Your Job

23

Yeah, It’s a Job, But Make It More

25

Look Out for Your Company

26

Tell It Like It Is

28

You Either Have It or You Don’t—Troubleshooting

30

Leave the Work Where It Belongs

31

Make a Difference in Every Call

33

Success is Up to You

34

Take the Initiative

36

Specialize in Something

37

CHAPTER 2 Intricacies of the Field

40

The Status of the Profession

41

The Curse of the One-Eyed Man

42

The Paradox of the Solo-Solver

44

Technical/Mechanical Support Style Theory

45

The Avit Phenomenon

47

Support Demand Function

48

The Multidisciplinary Field

50

The Vernacular of the Profession

52

The Expert Proletariat

53

One Last Note About Science

55

CHAPTER 3 Your Work Practices

58

Write Down Anything New Immediately After You Learn It

59

The Above-Average Performer

60

The Resource Collector

62

Work Smarter, Not Harder

64

Following the Watson Way

66

Don’t Be Afraid of the Tough Issues

67

Find Your Zebra

69

The Knowledge Seeker

70

Reinventing the Wheel

72

The Technology Contributor

74

Recognizing Opportunities

75

The Approachable Expert

77

PART 2 Working with Others

80

CHAPTER 4 The Technical Support Group

81

Group or Team: Which Is It?

82

Informal Groups

83

What’s So Good About Groups Anyway?

85

Groups: What’s In It for the Individual?

87

The Vision of a Group

89

Group Communication

91

The Involved Group

93

The Open Group

95

The Group Crisis

97

The Constructive Group

99

Support Group Development Cycle

101

The Successful Group: An Inventory

103

Cohesiveness

103

Collaboration

104

Sympathy

105

Total Value = 3 — The Dysfunctional Group

106

Total Value = 4–5 — The Struggling Group

106

Total Value = 6 — The Idiosyncratic Group

106

Total Value = 7–8 — The Healthy Group

106

Total Value = 9 — The Communal Group

106

CHAPTER 5 The Technical Support Colleague

108

Work on Trust

109

Respect Among Colleagues

110

Coworker Solidarity

112

Teach Them How to Fish

114

Personal Conflict

116

The Power of Criticism

118

Comforting the Demoralized Colleague

120

Understanding Your Colleagues’ Behaviors

121

The Customer Within

123

The High Performer Vs. the High Producer

125

The Self-Sustaining Colleagues

127

Dealing with the Impossible Coworker

128

CHAPTER 6 Leadership in Support

131

What Is a Leader?

132

The Leader: Made or Born?

133

The Major Leadership Models

135

The Pragmatic Leader

137

The Linda Effect

138

Characteristics of a Support Leader

140

Leadership Development

142

The Situational Support Leader

144

Leading by Involving Others

146

Cultivating Leaders Within the Support Group

148

PART 3 The Support Organization

150

CHAPTER 7 Support Roles and Behaviors

151

Your Excess Value

151

The Contributor Role in Regard to Management

153

The Role of the Support Manager

155

The Nature of Management

157

Systems Theory in Support

159

Managing Behaviors

161

The Davila Cycle

162

The Price of Recognition

164

The Management Support Structure

165

The Fallible Manager

167

CHAPTER 8 Structures and Tiers

170

The Structure Dilemma

171

The Tiered Approach

172

Technology vs. Skill

174

The Service-Oriented Structure

176

The Meaningful Support Structure

177

The Reactive/Proactive Tiered Approach

179

The Performance-Driven Structure

181

Common Mistakes from the Upper Tiers

183

Wiping Off the Tiers: The Flat Structure

185

The Hybrid Support Structure

186

CHAPTER 9 Process and Practice

190

What’s a Process?

191

Discretionary Process Principle

193

The Reasons Behind Process Changes

194

The Support Practice: A Definition

196

Group Process Evolution

198

Process and Maturity

200

Practice and Incompetence

202

The Process Map: Friend or Foe?

204

Problem Solving: A Waste of Time

206

PART 4 Working with Customers

208

CHAPTER 10 Customer Service

209

Customer Service: A Dimensional Explanation

210

Customer Reality

212

The Customer’s Iceberg

214

Find the Affliction

215

Real Wants

216

Real Needs

216

All About the Behaviors

216

The Open Mind Approach

219

Problematic Interactions and Coping Strategies

221

Rational-Emotive Therapy

223

Systematic Desensitization Therapy

223

Cognitive Character Replacement

224

Mindful Agreement Technique

224

Customer Service: The Hierarchical Approach

224

Meet the Customer’s Needs

225

Address the Customer’s Requirements

225

Accommodate the Customer’s Requests

226

Respect the Customer’s Wishes

226

Consider the Customer’s Suggestions

226

Reshape the Customer’s Unrealistic Demands

227

The People Business

228

Talk Is Not Cheap

229

Inexperience

230

Buying Time

230

Inefficient Processes

231

CHAPTER 11 Communications

232

At the Core of Our Work

233

Colleague Communication: It’s All About Us

235

Talk in Terms of “Us”

236

Be Genuine in Small Talk

236

Speak a Common Language

236

Communication Challenges with Language Accent

237

Get to the Point: Cutting the Useless Chatter

239

Situational Communication

241

Email

242

Online Chat

242

Online Forums

243

Phone Support

243

When All Else Fails

244

Spinning the No

246

CHAPTER 12 Perspectives

249

What the Future Holds

250

The Renaissance Professional

251

The Preventive Support Model

253

No More Training Down the Drain

254

The Support Contractor

256

Opportunities in Global Labor Dynamics

257

The Need for Uniformity

259

Going Customerless

261

The Extra Mile

262

Where to Now?

264

Index

266