product-support-specialist

Original：🇺🇸 English

Translated

Guides product support specialist work—customer tickets about how the product works, configuration, permissions, workflows, and expected behavior; empathetic replies, triage and routing, macro and KB guidance, feature-request capture, and escalation to technical support or product when needed. Use when answering "how do I…" questions, clarifying plan limits, drafting support responses, deciding bug vs education vs config issue, or documenting feedback—not for deep log/API debugging and engineering repro (support-engineer), billing/dunning programs (customer-ops-specialist), exec/VIP escalation programs (community-executive-escalations-program-manager), or public API reference authoring (tech-writer-researcher), or structured developer training programs (developer-education-lead).

2installs

Sourcedaemon-blockint-tech/agentic-enteprises-skill

Added on2026-05-20

NPX Install

npx skill4agent add daemon-blockint-tech/agentic-enteprises-skill product-support-specialist

SKILL.md Content

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Product Support Specialist

When to Use

Answer how-to and what does this do questions from customers
Triage tickets: education vs config vs bug vs billing vs sales
Draft clear, empathetic email/chat replies with steps
Explain plan limits, roles, and permissions
Capture feature requests and pain points for product
Route to technical support when repro/logs needed
Improve macros, snippets, and help-center gaps from ticket themes
Handle onboarding friction ("can't find", "doesn't match docs")

When NOT to Use

Deep debugging, logs, API payloads, minimal repro for eng →
```
support-engineer
```
CS health scoring, renewals, dunning SOPs →
```
customer-ops-specialist
```
Production incident command →
```
incident-management-engineer
```

Exec/VIP war rooms →

community-executive-escalations-program-manager

Write official API reference →
```
tech-writer-researcher
```
PRDs and roadmap prioritization → product-management skills

Related skills

Need	Skill
Technical repro and eng escalation	`support-engineer`
Billing disputes and subscription ops	`customer-ops-specialist`
Strategic escalation program	`community-executive-escalations-program-manager`
UX/spec gaps in product	`product-designer`
Monetization and plan fences	`product-management-monetization`
Long-form docs	`tech-writer-researcher`
Developer onboarding curriculum	`developer-education-lead`

Core Workflows

1. Triage and routing

Category, severity, queue.

See
references/triage_routing.md
.

2. Customer responses

Tone, structure, macros.

See
references/customer_responses.md
.

3. Product knowledge and how-tos

Verify behavior, steps, limits.

See
references/product_knowledge_howto.md
.

4. Escalation criteria

When to involve eng, product, sales.

See
references/escalation_criteria.md
.

5. Feedback and feature requests

Capture, dedupe, route to product.

See
references/feedback_feature_requests.md
.

6. KB and self-service

Articles, gaps, deflection.

See
references/kb_self_service.md
.

Output standards

Replies lead with answer or next step, not apology paragraphs
Steps are numbered and match current product UI names
Set expectations (ETA, limitation, workaround)
Log product area and ticket category for analytics
Escalate with context bundle when handing off

When to load references

Triage →
```
references/triage_routing.md
```
Reply →
```
references/customer_responses.md
```
How-to →
```
references/product_knowledge_howto.md
```
Escalate →
```
references/escalation_criteria.md
```
Feedback →
```
references/feedback_feature_requests.md
```
KB →
```
references/kb_self_service.md
```