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User Operations Job In TikTok At Mountain View, CA

User Operations Specialist Details

User Operations Specialist

TikTok - Mountain View, CA

Employment Type : Full-Time

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.

Our Content Product & Operation 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 the technical issues by using internal databases, effective workarounds, and solutions provided by the engineering teams
  • Partner with engineering teams and associates on product optimizations
  • Update the team dashboard with synced information and useful tips from team discussions
  • Highlight daily tickets/queries
  • Report platform malfunctions
  • Follow up with internal teams and users to ensure that reported technical issues are resolved
  • Assist and support training projects and user feedback projects

Qualifications

  • Customer Service or Product Operations related experience in the internet industry is a must
  • A thorough understanding of mobile-video products
  • Bachelor's degree, with 1-3 years 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
  • Billigual in Mandarin and English is a plus
  • Flexibility to work early morning and/or late evening shift as needed due to time zone differences
  • Flexibility and willingness to support various projects as needed

Job Type: Full-time

Work authorization:

  • United States (Required)

COVID-19 Precaution(s):

  • Remote interview process
  • Virtual meetings

Posted on : 3 years ago
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