Tier 1 User Operation Specialist, Trust and Safety

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Team Introduction
Our Data-TnS-PUO Team is responsible for providing instant troubleshooting and consulting services to internal Platform users. This position is mainly responsible for the following: receiving and resolving user issues, 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.

Main responsibilities

• The role is on shift work: 5 days work week (Monday-Sunday); the timing shift will range from 8am - 11pm.
• 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

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 with preference to candidates with demonstrated ability to code in any programming language and able to construct complex SQL queries
• Excellent problem-solving, critical thinking, and analytical, ability to organize and work independently with rapidly changing priorities;
• Strong teamwork and communication skills, active thinking, learning ability, and adaptability;
• Proactive, able to work under pressure, strong initiative, and ownership.

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.