About this role
Responsibilities
About the Team 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 experience.
The team operates 7 days a week. Team members generally work 5 days/week with weekend shift coverage on a rotating basis. Generally, shifts are 8am-5pm during daylight saving time and 7am-4pm during non-daylight saving time, but specific shift hours and days could change based on the actual business needs.
What you will be doing: - 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; - Analyze tickets to identify process improvement opportunities; - Assist and support training projects and user feedback projects; - Partner with the Engineering team on product optimizations will be a plus.
Qualifications
Minimum Qualifications: - Bachelor's Degree in Computer Science or related field and is passionate about acting as technical consultant, technical troubleshooting / application support, and working with engineering team; - Familiarity with HTML, JavaScript, SQL, HTTP protocols, and internet technologies; - Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities.
Preferred Qualifications: - Demonstrated ability to code in any programming language and able to construct complex SQL queries - Strong teamwork and communication skills, proactive thinking, learning ability, and adaptability; - Proactive, possesses strong initiatives, and ownership. - AI Operations experience