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 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.

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