User Operations Specialist, Platform Responsibility

Description

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 consolidationg, 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.

Requirements

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