Platform User Operations Specialist, TikTok

Responsibilities

What the team does:
Provide 24*7 product technical support services for users and business partners of content safety platforms

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;
- Analyse 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 and above, in any relevant fields;
- 2 or more years of experience related to technical troubleshooting, customer service or user/platform operations in the internet industry;
- Flexibility to work 5 days per week total 38 hours (Monday-Sunday) and this may include weekends and public holidays to support users as needed due to time zone differences. The daily working hours are between 9am and 8pm (GMT+11) range but may change due to business needs

Preferred Qualifications:
- Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities;
- Strong teamwork and communication skills, proactive thinking, learning ability, and adaptability;
- Proactive, able to work under pressure, strong initiative, and ownership.