Job Description
Responsibilities
About the Team
Our 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.
We provide 24*7 product technical support services for users and business partners of content safety platforms
What you will be doing:
- Respond to user queries in a timely and accurate manner, via internal platform and IM chat;
- Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams;
- Follow up with users to ensure the reported technical issues are resolved;
- Analyse tickets to identify process improvement opportunities;
- Assist and support training projects and user feedback projects;
- Partner with the Engineering team on product optimizations will be a plus.
Qualifications
Minimum Qualifications:
- Bachelor's Degree in Computer Science or related field; or at least 2 years of working experience as technical consultant, technical troubleshooting / application support, and working with engineering team;
- Familiarity with HTML, JavaScript, SQL, HTTP protocols, and internet technologies;
- Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities;
- As a part of our 24/7 operations, this position involves a rotating schedule (5 days/week) covering all shifts (e.g., morning and night shifts) and requires some weekend availability.
Preferred Qualifications:
- Demonstrated ability to code in any programming language and able to construct complex SQL queries
- Strong teamwork and communication skills, proactive thinking, learning ability, and adaptability;
- Proactive, able to work under pressure, strong initiative, and ownership.
- AI Operations experience
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
