Introduction
A few months ago, I was entrusted with a project for the technical support organization at the company where I work. I needed some theoretical foundation for technical support as well as some insights into techniques, foundations and processes to go about doing the support work; something that did not originate with my support organization itself. I went to bookstores, libraries and search engines and found nothing of consequence. The few sources I found were on explaining what technical support consists of or how to setup a technical support operation. The rest of the sources were on how to take a lot of calls and the ways to run a helpdesk. All very practical topics but not profoundly developed ideas. I found a few books on technical ...
Get Technical Support Essentials: Advice You Can Use to Succeed in Technical Support now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
