Platform User Operations Specialist, TikTok Platform Responsibility
Responsibilities
About the Team
Our Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal platform users. This position is mainly responsible for: receiving and resolving user queries, 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 experiences.
We 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 in Computer Science or related field; or at least 2 years of working experience as technical consultant, technical troubleshooting / application support, and working with engineering team;
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- Familiarity with HTML, JavaScript, SQL, HTTP protocols, and internet technologies;
- Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities;
- Flexibility to work 5 days per week, 8 hours per day (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+8) range but may change due to business needs.
Preferred qualifications:
- Demonstrated ability to code in any programming language and able to construct complex SQL queries
- Strong teamwork and communication skills, proactive thinking, learning ability, and adaptability;
- Proactive, able to work under pressure, strong initiative, and ownership.
- AI Operations experience
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.