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User Operation Specialist
3 weeks ago
**Responsibilities
**About TikTok**
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 an impact happen with a career at TikTok.
**Team Introduction**
Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This position is mainly responsible for the following: receiving and resolving user issues, 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.
**What you will be doing**
1. Respond to user queries in a timely and accurate manner, via internal platform and IM chat;
2. Identify user needs, and quickly troubleshoot the technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams;
3. Partner with the Engineering team and associate on product optimizations;
4. Update the team dashboard with synced information and useful tips from discussions with the team;
5. Highlight daily tickets/queries and report any platform malfunctions;
6. Follow up with internal teams and users to ensure the reported technical issues are resolved;
7. Assist and support training projects and user feedback projects.
**Qualifications
- Bachelor's Degree and above, in any relevant fields;
- At least 2 years of experience related to technical troubleshooting, customer service or user/platform operations in the internet industry;
- Flexibility to work on a shift basis to support users as needed due to time zone differences, this may include weekends and public holidays (Shift: 7am ~ 3pm or 3pm ~ 11pm);
- Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities;
- Strong teamwork and communication skills, active thinking, learning ability, and adaptability;
- Proactive, able to work under pressure, strong initiative, and ownership.
