User Operations Specialist, Platform Responsibility

Our Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal platform users. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences.

Responsibilities

• Respond to user queries in a timely and accurate manner, via internal platform and IM chat - Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams; - Follow up with users to ensure the reported technical issues are resolved; - Analyse tickets to identify process improvement opportunities; - Assist and support training projects and user feedback projects; - Assisting with daily data analytics work, such as QA sampling, metrics consolidating, dashboard construction, data workflow governance, etc. - Partner with the Engineering team on product optimizations will be a plus. - This role follows a shift schedule - 7 days with 2 days off in lieu weekly and the shift might be on a ration basis.