User Operation Specialist

7 days ago

Singapore ByteDance Full time

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.

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.

We are continually expanding this team in Singapore across multiple time zones to ensure user satisfaction and to drive product optimization.

**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, quickly troubleshoot the technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams
3. Partner with 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
6. Report platform malfunctions
7. Follow up with internal teams and users to ensure the reported technical issues are resolved
8. Assist and support training projects and user feedback projects

**What you should have**:
1. Customer Service or Platform Operations related work experience in the internet industry is preferred. At least 2 years of relevant experience.
2. Proficiency in both English and Mandarin is a must to manage mandarin-speaking customers.
3. Bachelor's degree or above
4. A thorough understanding of mobile-video products
5. Quick learner with analytical skills
6. Excellent communication and problem-solving skills
7. The ability to multi-task and work under pressure
8. Self-driven, with a strong sense of ownership
9. Flexibility to work on a shift basis to support users as needed due to time zone differences. (Shift: 7am ~ 3pm or 3pm ~ 11pm)
10. Flexibility and willingness to support various projects as needed

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