Job Description

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.