Department:
Platform Development
Employment Type:
Permanent - Full Time
Location:
Shanghai
Reporting To:
Christoph Coucke
Description
Platform Support acts as the first point of contact for all questions or issues related to our internal platforms and tools. This role focuses on ensuring the smooth day-to-day operation of these systems by coordinating support, guiding users, and escalating technical problems to the appropriate teams when needed.
Key Responsibilities
Service Desk
- Act as the escalation point for more complex user or platform issues, coordinating with technical teams when needed
- Follow up on tickets to ensure timely resolution and customer satisfaction
- Monitor and follow up on incidents to ensure timely resolution and a positive user experience
- Identify recurring issues and collaborate with technical teams to define structural improvements
- Contribute to optimizing service processes, documentation, and user guidance materials
- Review service desk performance and identify opportunities to improve efficiency and service quality.
Quality Assurance
- Learns about the testing methodologies used in the wider organization
- Create test plans and test data for simple work items
- Execute test cases independently
- Document findings and share feedback with relevant teams to help ensure platform reliability and quality
China specific
- Create, configure, and manage China specific product subscriptions and accounts
- Serve as the local point of contact for processes requiring Chinese IDs or local platform credentials
- Ensure compliance with Chinese regulations and local data residency requirements
- Support administrative and compliance-related tasks for the Chinese market (e.g. vendor onboarding, platform access, local documentation)
Process
- Good understanding of scrum as an agile framework for web development, including all scrum events & artifacts
- Learns from peers and mentors but challenges them as well
Skills, Knowledge & Expertise
Skills And Personal Attributes
- Can handle routine service requests
- Providing customer service in line with service level agreements (SLAs)
- Able to diagnose and resolve straightforward issues, escalating complex cases
- Able to troubleshoot basic issues independently.
- Clear communication with customers, explaining issues and solutions
- Ability to manage stress from working under time constraints and handling multiple tasks
- Maintains a customer-centric approach, ensuring customer satisfaction
Qualifications And/or Educational Requirements
- Proficient in English, both written and spoken
- You are familiar with scrum & other agile practices
- You are familiar with online market research methods & tools
- Basic knowledge of web technologies (HTML, CSS) and SQL is a plus
- You have an eye for detail
- You are a technical person; you like to dig into technical challenges independently
- You're an excellent, proactive communicator
- You're a team player
- You are a true problem solver
- You can empathize with a wide variety of end users
- You are dedicated to provide a great customer experience
- You're a fast & eager learner
- Helping colleagues and clients who experience platform issues makes you happy
- Degree in IT or relevant experience
- ITIL Foundation or other IT Service Management (ITSM) certifications (optional)