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.

Minimum Qualifications

• Bachelor's degree
• Technical support or User/Product Operations related experience in the internet industry.
• Thorough understanding of mobile-video products.
• Flexibility and willingness to support various projects as needed.
• Basic experience and knowledge in coding, data construction, and visualization
  • Excel formulas, SQL functions (join, CTE, window function), Basic Python (pandas, numpy)
• Flexibility to work early morning and/or late evening and/or weekend shifts as needed due to time zone differences.

Preferred Qualifications

• Quick learner with analytical skills
• Excellent communication and problem-solving skills
• The ability to multi-task and work under timelines
• Self-driven, with a strong sense of ownership