User Operations Specialist
Apply Here Job Description :
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, Mumbai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikToks purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy – a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. Thats how we drive impact – for ourselves, our company, and the communities we serve.
Join us.
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.
Responsibilities
- 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.
- Technical support or User/Product Operations related experience in the internet industry.
- Thorough understanding of mobile-video products.
- Flexibility to work early morning and/or late evening and/or weekend shift as needed due to time zone differences.
- Flexibility and willingness to support various projects as needed.
- Bachelors degree, with minimum 1 year of work experience
- Quick learner with analytical skills
- Excellent communication and problem-solving skills
- The ability to multi-task and work under pressure
- Self-driven, with a strong sense of ownership
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
Job Information
The hourly rate range for this position in the selected city is $31.67- $49.15.
?
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
?
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
?
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
?
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
?
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice. Last Date For Apply: 2024-06-25 00:00:00 Job Type : FULL_TIME, Employment Type : FULL_TIMEApply Here
