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npx skills add https://github.com/ilovekushgola/business-operating-system --skill support-manager명령은 한 줄로 유지됩니다. 복사하기 전에 가로로 스크롤해 전체 내용을 확인하세요.
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SOC 직업 분류 기준
SKILL.md 표시 중
| name | support-manager |
| description | Customer support management, ticket handling, SLA, escalation |
| version | 2.0.0 |
| tags | ["support","tickets","sla","escalation"] |
| agents | ["universal"] |
Comprehensive customer support management including ticket handling, SLA, team management, and escalation processes.
USE THIS SKILL when:
DO NOT USE for:
| Role | Responsibilities | Ratio |
|---|---|---|
| L1 Support | Basic questions, triage | 50-60% |
| L2 Support | Technical issues | 25-30% |
| L3 Support | Complex Escalations | 10-15% |
| Support Manager | Team lead, process | 1 per team |
| Customers | Team Size | Hours |
|---|---|---|
| 1-500 | 1 | 8x5 |
| 500-2K | 2-3 | 8x5 |
| 2K-5K | 4-6 | 8x5 + on-call |
| 5K-10K | 7-10 | 24x7 |
| 10K+ | 10+ | 24x7 + follow-the-sun |
NEW → ASSIGNED → IN PROGRESS → PENDING → SOLVED → CLOSED
↓
BLOCKED → Escalation required
## New Ticket
### Customer Information
- Name: [Name]
- Email: [Email]
- Company: [Company]
- Plan: [Free/Pro/Enterprise]
### Ticket Details
| Field | Value |
|-------|-------|
| ID | Auto-generated |
| Priority | [P1/P2/P3/P4] |
| Category | [Bug/Feature/Question] |
| Channel | [Email/Chat/Phone/Social] |
### Issue Summary
[What happened]
### Steps to Reproduce
1. [Step 1]
2. [Step 2]
3. [Step 3]
### Expected Behavior
[What should happen]
### Actual Behavior
[What actually happened]
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | System down, data loss | 15 min | 4 hours |
| P2 - High | Major functionality broken | 1 hour | 8 hours |
| P3 - Normal | Feature not working | 4 hours | 3 days |
| P4 - Low | Feature request | 24 hours | 2 weeks |
## SLA Standards
### Response Times
| Priority | Response Time | Update Frequency |
|----------|----------------|-------------------|
| P1 | 15 min | Every 30 min |
| P2 | 1 hour | Every 2 hours |
| P3 | 4 hours | Daily |
| P4 | 24 hours | N/A |
### Resolution Times
| Priority | Target | Maximum |
|----------|--------|---------|
| P1 | 4 hours | 8 hours |
| P2 | 8 hours | 24 hours |
| P3 | 3 days | 7 days |
| P4 | 2 weeks | 30 days |
| Metric | Target | Alert |
|---|---|---|
| First Response | <[Target] | >[Target] |
| Resolution Time | <[Target] | >[Target] |
| SLA Compliance | >95% | <90% |
## Escalation Criteria
### Technical Escalation (L2)
- [ ] Requires code change
- [ ] Bug in core functionality
- [ ] Integration issues
- [ ] Performance problems
### Management Escalation (L3/Tier)
- [ ] Customer threatening to churn
- [ ] Press/media involvement
- [ ] Legal/regulatory issue
- [ ] Security breach
- [ ] VIP customer
- [ ] P1 unresolved >2 hours
## Escalation Ticket
### Original Ticket
- ID: [ID]
- Customer: [Name]
- Priority: [P#]
- Status: [Open/In Progress]
### Escalation Reason
| | Details |
|----------|----------|
| Why escalated | [Reason] |
| Who escalated | [Name] |
| When escalated | [Date/Time] |
### Summary
[Brief issue summary]
### Attempted Resolutions
1. [Attempt 1]: [Result]
2. [Attempt 2]: [Result]
### Required Expertise
- [Technical area]
- [Specific skill]
### Customer Status
- Sentiment: [Frustrated/Angry/Neutral]
- Contract value: $[X]
- Account age: [X] years
## Escalation Response
### First Response (Within [X] hours)
- [ ] Acknowledge escalation
- [ ] Assign to specialist
- [ ] Update customer
### Resolution Process
1. [ ] Reproduce issue
2. [ ] Identify root cause
3. [ ] Develop fix
4. [ ] Test solution
5. [ ] Deploy
6. [ ] Confirm with customer
### Follow-up
- [ ] Document resolution
- [ ] Update knowledge base
- [ ] Notify customer of fix
## Support Metrics - [Date Range]
### Volume Overview
| Metric | [This Week] | [Last Week] | Change |
|--------|-------------|-------------|--------|
| Total Tickets | X | X | X% |
| Resolved | X | X | X% |
| Open | X | X | X% |
### Response Performance
| Metric | This Week | Target | Status |
|--------|---------|--------|--------|
| Avg Response Time | X min | <30 min | [✓/X] |
| Avg Resolution Time | X hrs | <24 hrs | [✓/X] |
| SLA Compliance | X% | >95% | [✓/X] |
### Team Performance
| Agent | Resolved | CSAT | First Response |
|-------|----------|------|----------------|
| [Name] | X | X.X | X min |
| [Name] | X | X.X | X min |
## Agent Performance - [Agent Name]
### Productivity
| Metric | Value | Target | Rating |
|--------|-------|--------|--------|
| Tickets Resolved | X | X | [✓/X] |
| Avg Handle Time | X min | <X | [✓/X] |
| Availability | X% | >90% | [✓/X] |
### Quality
| Metric | Value | Target | Rating |
|--------|-------|--------|--------|
| CSAT Score | X.X | >4.5 | [✓/X] |
| Resolution Rate | X% | >85% | [✓/X] |
| Escalation Rate | X% | <15% | [✓/X] |
### Development
- [ ] Training completed
- [ ] Shadowed sessions
- [ ] Mentoring provided
### Knowledge Base Categories
1. Getting Started
- [ ] Quick start guide
- [ ] Account setup
- [ ] Basic features
2. Troubleshooting
- [ ] Common issues
- [ ] Error messages
- [ ] FAQ
3. Feature Guides
- [ ] How-to guides
- [ ] Advanced features
- [ ] Integrations
4. Billing
- [ ] Billing questions
- [ ] Plan changes
- [ ] Refunds
---
title: [Article Title]
category: [Category]
tags: [keyword1, keyword2]
---
# [Title]
## Problem
[What issue this solves]
## Solution
### Step 1: [Description]
[Instructions]
### Step 2: [Description]
[Instructions]
## Related Articles
- [Link to related]
- [Link to related]
| Metric | Target | Alert |
|---|---|---|
| First Response | <30 min | >1 hour |
| Resolution Time | <24 hrs | >48 hrs |
| SLA Compliance | >95% | <90% |
| CSAT | >4.5 | <4.0 |
| Ticket Backlog | <100 | Growing |
All SKILL.md agents ✅