Platform User Operations Specialist - TikTok - US Tech Service

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices in Los Angeles, New York, London, Paris, Berlin, Dubai, Sao Paulo, Singapore, Jakarta, Seoul and Tokyo.

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.

TikTok enables everyone to be a creator, enabling ordinary users to not only consume, but also effortlessly create content directly from their smartphones. We are the number 1 downloaded app, surpassing over 2 billion downloads in 2020, and have a daily active user base of over 1 billion people.

Our USTS Platform Ops Team is responsible for providing instant troubleshooting and consulting services to internal middle-platform users. This position is mainly responsible for: receiving and resolving user inquiries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and delivering a top-quality user experience.

Responsibilities:
1. Respond to user inquiries in a timely, accurate, and professional 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 engineering teams and associates on product optimizations
4. Update the team dashboard with synced information and useful tips from team discussions.
5. Highlight daily tickets/queries and report platform malfunctions in a timely manner.
7. Follow-up with internal teams and users to ensure that reported technical issues are resolved.
8. Increase team efficiency by analyzing metrics, supporting training projects and implementing solutions via user feedback projects.
Qualifications
1. Technical support or Product Operations related experience in the internet industry.
1. Technical support or Product Operations related experience in the internet industry.
2. A thorough understanding of mobile-video products.
3. Bachelor's degree, with 1-3 years of work experience.
4. Deeply passionate about data compliance and the importance of content safety and security.
5. Ability to balance user expectations while understanding policies and compliance boundaries.
6. Strong communication skills and can work with both technical and non-technical users.
7. Quick learner with strong analytical skills and the ability to multi-task and work under pressure.
8. Self-driven, with a strong sense of ownership.
9. Flexibility to work early morning and/or late evening shift as needed due to time zone differences.
10. Willingness and flexibility to collaborate effectively with peers and cross-functional teams to support various projects as needed.

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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at USRC@tiktok.com