Technical Product Specialist

6 months ago

Singapore TikTok Full time
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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
As Monetization Product Operations (MPO) our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, China, Israel, London and multiple locations in the US, and we're expanding to more hubs.
As a Technical Product Specialist, you will balance customer service with technical know-how as you specialize in one of our monetization product pillars and use your expertise to assist businesses with product issues. Success in this role will require a passion for working collaboratively with a variety of stakeholders, from external clients to internal Product, Engineering and Sales teams.
Responsibilities:
Handle and resolve end to end post-sales queries for TikTok advertising products, ability to work on case volumes across email and chat channelsOwn and drive query resolution through collaboration with Product & Engg groups to resolve all types generic, technical or product queriesDrive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch pointsDrive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customerManage escalations workflows with internal XFN teams across Product teamsPartner with upstream technical specialists to educate advertisers on product features and common issue typesEngage and support new product launches across the advertising platform, act as Voice of Customer for fixes and advocate for efficient resolutionDevelop as a subject matter expert across assigned product area and mentor fellow team membersBachelor's degree in Computer Science, similar technical field of study or equivalent practical experience2+ years of customer-facing experience as a Technical Account Manager, Integrations Engineer, Implementation Manager, Solutions Engineer or Product Manager, working with internal/external customersHands on experience with ticketing software such as JIRA, Freshdesk, Zendesk etcWeb development experience (HTML, JS, CSS), a comfortable understanding of these languagesBasic SQL skillsRest API / ETL fundamentalsExperience resolving and communicating technical issues to both technical and non-technical audiencesPrior experience using tools such as Fiddler, Charles or Chrome developer toolsPreferred Qualifications
BA/BS degree or equivalent practical experience4+ years of Technical Customer support or Operations, preferred experience in a Contact Centre/Service program for any Advertising Tech company, (OR)3+ years Experience working with technologies (e.g. HTML, CSS, JavaScript), SQL, XML and HTTP protocols (OR) Customer-facing experience as a Technical Consultant, Support, Engineer or Product Manager, working with internal/external customersPrior Customer Support exp as in-house team is highly desirableFluent with social media products usage and basic understanding of Advertising industry is a huge plusTikTok 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.

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