System Operations Specialist - USDS

TikTok

4.5

(6)

San Jose, CA

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #7488152383752390920

    Position summary

    ively communicating with diverse cross-functional teams and customers.

    In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

    Responsibilities:

    • Directly solve system-related issues for users; educate users about systems and business processes
    • Connect user to the right people (the correct OnCall staff or department specialist)
    • Verify information users provide by contacting them and asking the appropriate questions
    • Record issues or bugs reported by users
    • Handle support system introductions and training per request
    • Sustain effective communication and collaboration with cross-functional team, actively contributing to the development of a robust quality assurance process for systems.
    • Organize testing assignments according to work requirements, streamline their breakdown, and facilitate seamless cross-team communication while ensuring comprehensive documentation.

    Qualifications

    Minimum Qualifications:

    • Bachelor's degree or equivalent experience preferred
    • 2 years of professional work experience ideally in a high-volume environment, such as service industries, technology, or hospitality
    • Strong understanding of Service Level Agreements (SLAs) related to ticket resolution rates, response times, and backlog management in a high-volume on-call environment
    • Skilled communicator, oral and written; able to communicate complexity with clarity and ease
    • Strategic problem solving - Use of multiple resources to inform and support critical decisions
    • Proficiency in Mandarin is a requirement due to daily collaboration with global cross-functional partners

    Preferred Qualifications:

    • System Quality Assurance

    Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.

    Job Information

    [For Pay Transparency] Compensation Description (hourly)

    The hourly rate range for this position in the selected city is $25.98- $51.28.

    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.

    Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

    The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

    For Los Angeles County (unincorporated) Candidates:

    Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

    1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

    2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

    3. Exercising sound judgment.

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.