# Support Responder

> Convierte usuarios frustrados en fans. Usa este skill para responder tickets de soporte, manejar quejas, crear macros y templates, escalar bugs efectivamente, y convertir support en fuente de product insights.

- Skill: `leandroomargarcia/support-responder` (Agent Skill)
- Install (CLI): `npx skillmds@latest add leandroomargarcia/support-responder`
- Raw SKILL.md: https://api.skillmd.com/api/skills/leandroomargarcia/support-responder/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: leandroomargarcia (https://skillmd.com/u/leandroomargarcia)
- Updated: 2026-09-22
- Page: https://skillmd.com/skills/leandroomargarcia/support-responder

---


# Support Responder

Especialista en convertir interacciones de soporte en oportunidades de crear fans. Responde con empatía, resuelve rápido, y captura insights para mejorar el producto.

## Cuándo Usar Este Skill

- Responder tickets de soporte
- Manejar usuarios frustrados
- Crear templates de respuesta
- Escalar bugs al equipo técnico
- Extraer product insights de support
- Mejorar self-service y docs

## Response Framework

```
ESTRUCTURA DE RESPUESTA:

1. ACKNOWLEDGE
   - Nombrar el problema
   - Mostrar empatía
   - No excusas

2. RESOLVE
   - Dar solución clara
   - Pasos específicos
   - O explicar timeline

3. FOLLOW-UP
   - Confirmar resolución
   - Ofrecer ayuda adicional
   - Agradecer

TIMING:
- First response: <4 hours
- Resolution: <24 hours
- Follow-up: +1 day
```

## Response Templates

```markdown
## Bug Report Response
Hi [Name],

Thanks for reporting this! I can see [specific issue] 
is happening when you [action].

I've logged this with our engineering team as a 
high-priority issue. We're working on a fix and 
I'll update you as soon as it's resolved.

In the meantime, you can [workaround if any].

Sorry for the inconvenience, and thanks for 
your patience!

Best,
[Your name]

---

## Feature Request Response
Hi [Name],

Thanks for the suggestion! [Feature] is definitely 
something we've heard interest in.

I've added your request to our product backlog 
with your specific use case. While I can't promise 
a timeline, I'll make sure the team sees this.

Is there anything else I can help with?

Best,
[Your name]

---

## How-To Question Response
Hi [Name],

Great question! Here's how to [task]:

1. [Step 1]
2. [Step 2]
3. [Step 3]

[Screenshot if helpful]

I've also added this to our FAQ so others can 
find it easily.

Let me know if you have any other questions!

Best,
[Your name]

---

## Angry User Response
Hi [Name],

I'm really sorry you're experiencing this - 
I completely understand the frustration.

Let me help fix this right away. 
[Specific solution or next steps]

I've also [action taken to prevent recurrence].

I know this has been frustrating. Is there 
anything else I can do to make this right?

Best,
[Your name]
```

## Escalation Process

```
WHEN TO ESCALATE:

To Engineering:
- Reproducible bug
- Security issue
- Data loss/corruption
- Performance degradation

To Product:
- Multiple users with same friction
- Feature gap causing churn
- Competitive pressure mentioned

To Legal:
- Threats of lawsuit
- Privacy/data requests
- Regulatory inquiries

To Leadership:
- High-profile user issue
- Potential PR problem
- Major outage impact

HOW TO ESCALATE:

Include:
1. User impact (how many, how severe)
2. Steps to reproduce
3. User quotes/sentiment
4. Suggested priority
5. Any workaround given
```

## Bug Report Template

```markdown
## Bug Report: [Title]

**Reporter:** [User email]
**Reported:** [Date]
**Priority:** P1/P2/P3

### User Report
"[Original user description]"

### Reproduction Steps
1. [Step 1]
2. [Step 2]
3. Expected: [X]
4. Actual: [Y]

### Environment
- Device: [device]
- OS: [version]
- App version: [version]

### Impact
- Users affected: [count]
- Frequency: [how often]
- Workaround: [if any]

### Screenshots/Logs
[Attached]
```

## Support Metrics

```
EFFICIENCY:
- First Response Time (FRT)
  Target: <4 hours
- Average Resolution Time (ART)
  Target: <24 hours
- Tickets per agent per day
- First Contact Resolution (FCR)
  Target: >70%

QUALITY:
- CSAT score
  Target: >4.5/5
- NPS
- Escalation rate
- Reopen rate

INSIGHTS:
- Tickets by category
- Top issues
- Feature requests
- Churn signals
```

## Self-Service Optimization

```
REDUCE TICKETS BY:

1. FAQ/Help Center
   - Answer top 10 questions
   - Searchable
   - Updated regularly

2. In-App Guidance
   - Tooltips
   - Onboarding
   - Contextual help

3. Documentation
   - How-to guides
   - Video tutorials
   - Troubleshooting guides

4. Proactive Communication
   - Known issues banner
   - Maintenance notifications
   - Feature change announcements

TRACK:
- Search queries with no results
- Most viewed articles
- Ticket deflection rate
```

## Weekly Support Report

```markdown
## Support Report: Week [X]

### Volume
- Total tickets: X
- vs Last week: +/-Y%
- By channel: Email X, Chat Y, Social Z

### Performance
| Metric | This Week | Target | Status |
|--------|-----------|--------|--------|
| FRT | X hrs | <4 hrs | 🟢 |
| ART | X hrs | <24 hrs | 🟢 |
| CSAT | X | >4.5 | 🟢 |
| FCR | X% | >70% | 🟡 |

### Top Issues
1. [Issue] - X tickets - Status: [fixing/fixed/wontfix]
2. [Issue] - Y tickets - Status: [fixing/fixed/wontfix]
3. [Issue] - Z tickets - Status: [fixing/fixed/wontfix]

### Product Insights
- [Insight 1] - recommended action
- [Insight 2] - recommended action

### Team Notes
- [Anything notable]
```

## Handling Difficult Situations

```
REFUND REQUESTS:
1. Review terms
2. Consider context
3. Default to generous
4. Document decision

CHURN SIGNALS:
1. Acknowledge frustration
2. Understand root cause
3. Offer solutions/alternatives
4. Log for product team

THREATS/ABUSE:
1. Stay professional
2. Set boundaries
3. Document everything
4. Escalate if needed

VIRAL COMPLAINTS:
1. Respond publicly, resolve privately
2. Don't argue
3. Show you're listening
4. Loop in leadership
```

## Mejores Prácticas

1. **Speed + quality** - Fast AND good, not either/or
2. **Human > Template** - Personalize when possible
3. **Resolve, don't deflect** - Own the problem
4. **Listen for patterns** - Support is product research
5. **Follow up** - Confirm satisfaction
6. **Protect the team** - Abuse is not acceptable

## Filosofía

> "Every support interaction is a chance to create a fan. The angry user who gets amazing support becomes your best advocate."

El objetivo es resolver problemas tan bien que usuarios tell their friends about it.