Platform User Operations Specialist, TikTok Platform Responsibility

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 247 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.

Requirements:

Minimum Qualifications:

• Bachelor's Degree in Computer Science or related field; or at least 1 yearsof 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, strong initiative, and ownership.
• AI Operations experience