User Operation Specialist
1 week ago
**What you will be doing**
1. Respond to user queries in a timely and accurate manner, via internal platform and IM chat;
2. Identify user needs, and quickly troubleshoot the technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams;
3. Partner with the Engineering team and associate on product optimizations;
4. Update the team dashboard with synced information and useful tips from discussions with the team;
5. Highlight daily tickets/queries and report any platform malfunctions;
6. Follow up with internal teams and users to ensure the reported technical issues are resolved;
7. Assist and support training projects and user feedback projects.
**Requirements**:
- Bachelor's Degree and above, in any relevant fields;
- At least 2 years of experience related to technical troubleshooting, customer service or user/platform operations in the internet industry;
- Flexibility to work on a shift basis to support users as needed due to time zone differences, this may include weekends and public holidays (Shift: 7am ~ 3pm or 3pm ~ 11pm);
- Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities;
- Strong teamwork and communication skills, active thinking, learning ability, and adaptability;
- Proactive, able to work under pressure, strong initiative, and ownership.
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