This document outlines the process for community ambassadors to track and escalate common support questions asked by the community, and manage the request until the team is able to resolve it.
Task Description
As a community ambassador, your task is to monitor the community platform and identify common support questions that the community raises. Once you identify a support question, you should escalate it to the support team and manage the request until it is resolved.
Process
The following process outlines the steps you should take to escalate and manage support questions:
- Monitor the community platform: Regularly check the community platform for any support questions or issues that are being raised by the community.
- Identify common support questions: Review the support questions raised by the community and identify any common themes or issues that are being raised.
- Escalate the support question: Once you identify a common support question, escalate it to the support team. Provide as much detail as possible, including any relevant information that you have gathered.
- Manage the request: Once the support team receives the request, continue to manage it until it is resolved. This includes providing any additional information or context that may be required.
- Follow up with the community: Once the support request is resolved, follow up with the community to ensure that their issue has been resolved to their satisfaction.
Conclusion
As a community ambassador, your role is critical in ensuring that the community is able to get the support they need. By following the process outlined above, you can help to ensure that common support questions are identified and resolved quickly and effectively.