product-support-specialist

---
name: product-support-specialist
description: |
  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).
---

# 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`

• SKILL.md 4 KB
• references/customer_responses.md 2 KB
• references/escalation_criteria.md 2 KB
• references/feedback_feature_requests.md 2 KB
• references/kb_self_service.md 2 KB
• references/product_knowledge_howto.md 2 KB
• references/triage_routing.md 2 KB