Welcome to my CMIS 311 course.
CMIS 311: Supporting End User Computing
A Course Guide by Jonathan Lupi
insights from me.
Technical support sounded fairly straightforward before looking at everything that actually goes into it. Someone has a problem, they contact support, and hopefully someone fixes it. CMIS 311 showed me that there is a lot more happening between those steps.
Goal
This website summarizes the nine chapters of the course textbook and some of the things that stood out to me along the way. The chapters move from customer satisfaction and communication into technical writing, difficult customer situations, troubleshooting, business skills, teamwork, and finally managing stress and burnout.
Connection
One idea connects almost all of them. Technical support is obviously about technology, but it is also about people. An analyst still has to listen, understand what the customer is actually saying, document the right information, communicate clearly, work with other people, and follow the incident through. The technical answer is only useful if the customer can actually get there.
Chapters
Each chapter page includes a short summary, some of the terms I learned, and a few outside resources that connect the textbook concepts to current technical support.