product-support-specialist
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ChineseProduct Support Specialist
产品支持专员
When to Use
适用场景
- 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")
- 解答客户提出的操作方法和功能说明类问题
- 工单分类：区分知识普及类、配置类、bug类、账单类或销售类问题
- 撰写清晰且富有同理心的邮件/聊天回复，并附上操作步骤
- 解释方案限制、角色及权限
- 为产品团队收集功能需求和用户痛点
- 当需要复现问题或查看日志时，将工单转至技术支持团队
- 根据工单主题优化宏指令、代码片段及帮助中心的内容缺口
- 处理新用户上手障碍（如“找不到功能”、“与文档不符”）
When NOT to Use
不适用场景
- 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
- 深度调试、日志分析、API负载处理、为工程师提供最小复现步骤 →
support-engineer - 客户成功健康度评分、续约管理、催缴标准流程 →
customer-ops-specialist - 生产事故指挥 →
incident-management-engineer - 高管/VIP应急处理 →
community-executive-escalations-program-manager - 撰写官方API参考文档 →
tech-writer-researcher - 产品需求文档（PRD）编写及路线图优先级排序 → 产品管理技能
Related skills
相关技能
| Need | Skill |
|---|---|
| Technical repro and eng escalation | |
| Billing disputes and subscription ops | |
| Strategic escalation program | |
| UX/spec gaps in product | |
| Monetization and plan fences | |
| Long-form docs | |
| Developer onboarding curriculum | |
| 需求 | 技能 |
|---|---|
| 技术问题复现及向工程师升级 | |
| 账单争议及订阅运营 | |
| 战略性升级流程 | |
| 产品UX/规格缺口 | |
| 盈利模式及方案限制 | |
| 长篇文档撰写 | |
| 开发者入门课程设计 | |
Core Workflows
核心工作流程
1. Triage and routing
1. 工单分类与路由
Category, severity, queue.
See .
references/triage_routing.md分类、优先级、队列分配。
详见。
references/triage_routing.md2. Customer responses
2. 客户回复
Tone, structure, macros.
See .
references/customer_responses.md语气、结构、宏指令。
详见。
references/customer_responses.md3. Product knowledge and how-tos
3. 产品知识与操作指南
Verify behavior, steps, limits.
See .
references/product_knowledge_howto.md验证产品行为、操作步骤、限制条件。
详见。
references/product_knowledge_howto.md4. Escalation criteria
4. 升级标准
When to involve eng, product, sales.
See .
references/escalation_criteria.md何时需要联系工程师、产品团队或销售团队。
详见。
references/escalation_criteria.md5. Feedback and feature requests
5. 反馈与功能需求
Capture, dedupe, route to product.
See .
references/feedback_feature_requests.md收集、去重并转至产品团队。
详见。
references/feedback_feature_requests.md6. KB and self-service
6. 知识库与自助服务
Articles, gaps, deflection.
See .
references/kb_self_service.md文章内容、缺口填补、工单分流。
详见。
references/kb_self_service.mdOutput standards
输出标准
- 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
- 回复以答案或下一步操作开头，而非道歉段落
- 操作步骤采用编号形式，并与当前产品UI名称一致
- 明确预期信息（如预计完成时间、限制条件、替代方案）
- 记录产品领域和工单分类用于数据分析
- 移交工单时附上完整的上下文信息包
When to load references
何时加载参考文档
- 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
- 工单分类 →
references/triage_routing.md - 回复客户 →
references/customer_responses.md - 操作指南 →
references/product_knowledge_howto.md - 问题升级 →
references/escalation_criteria.md - 反馈收集 →
references/feedback_feature_requests.md - 知识库 →
references/kb_self_service.md