Technical Support Essentials: Advice You Can Use to Succeed in Technical Support

I found Technical Support Essentials to be a very comprehensive book addressing all aspects of the Technical Support profession. With my 28 years of experience and knowledge in the Technical Support profession I can easily say Andres R. Sanchez didn't miss a step. I highly recommend this book as a training aid and a reference book.

I hate to say it but this book seem very technical to me without a great deal of substance.

A great book for understanding both the processes and realities of technical support. As distinct from "customer support" that is helping folks through transactions, technical support includes diagnostics, remediation and root cause research. Advice is provided for working in diverse teams of technical and management staff. The structures of technical support teams are examined as well as typical problems and issues seen in such working environments. Technical support internal problems can include issues with product, people and processes all are covered in this comprehensive book.

This is a wonderful book for anyone who works in this particular field, and regardless of what position you hold in your company. Technical Support is actually a rather misunderstood and heavily involved field, and it brought me great relief to come across a book where the author understands and appreciates this. This author gives great direction to empower oneself and the team, as well as very involved backgrounds that accurately describe the hardships that technical support representatives endure. It is difficult to explain the challenges involved in rapidly changing technologies - Andreas Sanchez helps articulate these challenges and provide effective solution-based approaches. It benefited me as a team lead - highly recommended!

It's a not enough just normal.