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 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.

Our USTS 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.

Responsibilities:
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 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
6. Report platform malfunctions
7. Follow up with internal teams and users to ensure that reported technical issues are resolved
8. Assist and support training projects and user feedback projects
Qualifications

Qualifications:Qualifications:
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. Quick learner with analytical skills
5. Excellent communication and problem-solving skills
6. The ability to multi-task and work under pressure
7. 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. Flexibility and willingness 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 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 wenru.chen@tiktok.com