Platform User Operation Specialist - Trust and Safety

Responsibilities

Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This team is mainly responsible for the following: receiving and resolving user issues, 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.

Main 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, engineering team and other business stakeholders to ensure the reported technical issues are resolved within the SLA
- Highlight daily key tickets/queries and report any platform malfunctions if any
- Assist and support other user feedback projects
- Flexibility to work on a shift basis to support users, including weekends and public holidays

Qualifications

Minimum Qualifications:
- Bachelor's Degree and above, in any relevant fields
- Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities
- Adaptable, quick learner with the ability to multi-task and work under pressure;
- Strong team work and communication skills, can work with both technical and non-technical stakeholders;
- Proactive, self-driven with a strong sense of ownership

Preferred Qualifications:
- Prefer to have min 2 years' work experience related to technical troubleshooting, customer service or user/platform operations in the internet industry
- Data analytical and project management skills will be a plus