User Experience Ambassador

Customer Support

• Monitor and review all incoming customer requests submitted through Crisp.
• Respond in real time whenever feasible.
• In all cases, provide an initial response within 24 hours of the original request.
• Thoroughly investigate and understand the nature of each issue before responding:
  • Customer misunderstanding — where the issue stems from a misunderstanding of product functionality or usage, assist the customer in reaching resolution through clear, accurate explanation.
  • Product issue — where the issue reflects an actual defect, bug, or system malfunction, create a production incident following the established incident process.

Front-End Quality Assurance

• Conduct a basic verification test every day to confirm production status:
  • Create account with MFA (TOTP)
  • Create account with MFA (SMS)
  • Confirm login
  • Confirm logout
  • Confirm basic functionality
  • Record the pass/fail result of each check
  • If any check fails, create a production incident following the established incident process
• Review newly completed issues in development to ensure proper functionality
  • Verify against the issue’s original acceptance criteria
  • Exercise the surrounding functionality, not just the specific change, to catch regressions
  • File bugs for any issues, with clear reproduction steps and expected vs. actual behavior

Reporting

• Prepare and distribute a weekly report (end-of-week) summarizing:
  • All Crisp issues encountered during the week.
  • Average resolution time across those issues.
  • Any feature requests raised by customers during support interactions.
  • Additional product suggestions or observations, as warranted by patterns seen in customer interactions.