Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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What the team does:
Provide 24 hour support, 7 days a week for 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.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
In the spirit of reconciliation, TikTok acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.