Source Material
25 support tickets, 2 call recordings, current macro set, policy notes, and lead interview.
Nickya Frederick Support Ops
Redacted Support System Sample
Working Sample · v1.0
Redacted for confidentiality. The structure is representative of a real support operations deliverable: scenario standard, escalation rule, callback script, QA check, and owner/next-step logic.
Inputs Used
Where It Lives
Help desk macros, Notion SOP, shared drive PDF, and weekly QA calibration checklist.
Scenario Standard
Customer asks for an update twice
TriggerCustomer contacts support after a promised response time has passed.
OwnerTier 1 owns customer communication. Support lead owns blocker removal.
Agent Line"I can check that now and tell you the next step before we hang up."
EscalationMove to lead after missed SLA, second unresolved contact, or policy exception.
CloseoutLog owner, promised time, issue type, and follow-up queue. Client name:
QA Scorecard Excerpt
What good looks like
Clear owner and next action stated2 pts
Customer told when to expect follow-up2 pts
Correct escalation trigger used2 pts
Ticket tagged for aging / waiting / escalated2 pts
Macro updated if pattern repeats2 pts